it help desk analyst

Frauenshuh Hospitality

<div><div>NOTE: THIS IS A FULL-TIME POSITION AND WILL BE FULLY ON-SITE AT OUR OFFICE IN FRANKLIN, TN.

Position Summary: The IT Helpdesk Analyst I provide support to the business in a dual role. One role, approximately 90% of the time, is to provide on-demand IT technical assistance for multiple systems and hardware while being customer-oriented to ensure customer success. The other role is to support the business by taking calls on behalf of the Restaurant Advocacy team to support the business from employees who encounter issues at the store level and provide support to escalate or resolve those issues quickly. This position is required to be 100% in office. This position additionally requires on-call on a rotating, regular basis.
</div>
<div>Communication and teamwork will be at the center of the role. The Restaurant Advocate and IT Helpdesk teams deal with anxious people who may have critical issues that need to be resolved immediately. The incumbent will have to answer and coordinate email and phone calls in our ticketing system, be an active listener and be able to respond and serve people&rsquo;s needs. The key to success in this position is to be polite, have empathy, and focus on the information that will help resolve the team&rsquo;s problems.
</div>
<div>The IT Helpdesk Analyst I is to be the voice of reason and trust as you walk internal customers through troubleshooting to quickly resolve their technical challenges. Provide superior customer service, even during times when the solution timing does not align with the desired timing from the customer. As a Restaurant Advocate Representative, escalation of issues to Subject Matter Experts (SMEs) is crucial to ensure business continuity.

Essential Functions: 
IT Helpdesk Representative (90%):
<ul><li>Provides Level 1 basic IT assistance in resolving IT issues and documents the issue in the service desk ticket.
</li><li>Effectively identifies service desk issues and resolves or escalates problems appropriately.
</li><li>Ensures high level of end user satisfaction via superior customer service and verification of issue resolution.
</li><li>Documents incidents and incident resolution in service desk software tickets accurately and thoroughly.
</li><li>Supports the Service desk tools, processes, and vendor relationships as appropriate.
</li><li>Prioritizes work efforts and communicates with business units and end-users.
</li><li>Understands and can troubleshoot hardware and software issues real time to resolve issues related to end user IT equipment and resources.
</li><li>Configures, repairs, &amp; maintains hardware for stores or office users and ships the equipment as necessary.
</li><li>Provides shipping and tracking assistance for all IT equipment.
</li><li>Utilizes basic hand tools to fix hardware or equipment.
</li><li>Helps the team keep workstations and office area clean and organized.
</li><li>Assists with various projects, including with outside departmental members.
</li><li>Participates in the on-call, afterhours schedule to aid stores and office users outside normal business hours.
</li><li>Participates in inventory tracking, counting, and organization.
</li><li>Remotely assists IT Field Services Technicians completing on-site troubleshooting.</li>
</ul><div><div>Restaurant Advocate Representative (10%):</div>
</div><ul><li>Evaluate what are critical issues needed to keep store running.
</li><li>Answer main phone line for Restaurant Advocate to create critical/urgent tickets.
</li><li>Provide timelines for resolution, communicating to all parties involved throughout lifecycle.
</li><li>Coordinated outside Vendor services performed, follow up.
</li><li>Coordinate areas of expertise with appropriate Subject Matter Experts to resolve issues. These departments include, but are not limited to:
</li><li>Store Operations &ndash; store supply, general maintenance/upkeep (trash, landscaping, snow removal, hood service, Uniform Orders, cake supplies, Food Vendor issues, Management of TUAU submissions and response, DQ cakes.com
</li><li>Financial Data and Reporting - SPLH sales forecasting, Par Levels, Power BI scorecard reporting, Deposit issues, Bank concerns, Ceridian clock-in issues, Data Central inventory issues (critical counts, EOM inventory)
</li><li>Marketing - POP, signage (building, reader boards, highway signs, coupons, PLU #&rsquo;s, Fundraising
</li><li>Human Resources- payroll questions, Ceridian questions, Benefits inquiries, Employee injuries and work comp claims, employee relations</li>
</ul><div><div>Qualifications:</div>
</div><ul><li>Proven experience as a help desk technician or other customer support role.</li>
<li>A minimum of 3 years working in a help desk environment.</li>
<li>Tech savvy with working knowledge of office automation production, databases, and remote control.
</li><li>Good understanding of computer systems, mobile devices, and other tech products.
</li><li>Ability to diagnose and resolve basic technical issues.
</li><li>AA/AS in IT or Computer Science or relevant field experience.
</li><li>CompTIA A+, Net+, Security+, and other similar certifications are a plus, but not required.
</li><li>Must have excellent customer service, communication, and employee relations skills and be detail oriented with the capability to oversee all aspects of the business and multiple areas simultaneously in a fast-paced environment.</li>
</ul>
Competencies:
<ul>
<li>Customer Service</li>
<li>Communication Skills
</li><li>Ability to learn quickly
</li><li>Troubleshooting/problem-solving skills
</li><li>Ability to work well under pressure
</li><li>Adaptability
</li><li>Teamwork skills</li>
</ul>
</div>Frauenshuh Hospitality provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We encourage applicants of all ages and experience, as we do not discriminate on the basis of an applicant's age. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Please be advised that operation positions may involve exposure to various work hazards, including but not limited to extreme temperatures (both high heat and cold environments depending on seasonal and job assignment) and allergens (such as peanuts, dairy, soy, and other food-related allergens). Candidates should consider these factors when applying and be prepared to take necessary precautions to ensure their safety and comfort. We are committed to providing a safe work environment and will supply appropriate protective gear and training to manage these conditions. Reasonable accommodations will be provided for qualified individuals with disabilities to perform the essential functions of the job.

 E-Verify Notice - In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire</div>

IT Help Desk Analyst

Wiggin and Dana LLP

<div>
 
 Summary
 
 
 
 
 
 We are seeking an experienced IT Help Desk Analyst who is responsible for providing reliable, front-line technical support to attorneys, paralegals, and administrative staff in a law firm. This role serves as the primary point of contact for day-to-day IT issues and plays a critical part in ensuring that technology systems remain available, secure, and efficient in support of legal operations.
 
 
 
 
 
 The position requires strong customer service skills, hands-on troubleshooting ability, and comfort working directly with end users in an in-office legal environment. The IT Help Desk Analyst will resolve common hardware, software, and connectivity issues, assist with user account and device setup, and ensure support requests are properly documented and escalated when necessary.
 
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 
 
 
 
 Help Desk &amp; End-User Support (Primary Focus)
 
 
 <ul>
 <li>
 Serve as the first point of contact for IT support requests via phone, email, and ticketing system
 </li>
 <li>
 Troubleshoot and resolve common desktop, laptop, printer, and peripheral issues
 </li>
 <li>
 Assist users with password resets, account lockouts, and basic access requests
 </li>
 <li>
 Provide hands-on, desk-side support to attorneys and staff as needed
 </li>
 <li>
 Accurately log, track, and document issues and resolutions in the help desk system
 </li>
 <li>
 Escalate more complex or recurring issues to senior IT staff or external vendors
 </li>
 </ul>
 
 
 
 
 
 Legal Software &amp; Office Application Support
 
 
 <ul>
 <li>
 Provide basic support for legal applications and systems, including:
 </li>
 <li>
 Document management systems (e.g., iManage, NetDocuments)
 </li>
 <li>
 Timekeeping and billing applications
 </li>
 <li>
 Support Microsoft 365 applications, including Outlook, Word, Excel, and Teams
 </li>
 <li>
 Assist attorneys with document formatting, printing, scanning, and PDF-related issues
 </li>
 <li>
 Support courtroom, deposition, and conference room technology when required
 </li>
 </ul>
 
 
 
 
 
 Hardware, Systems &amp; Connectivity
 
 
 <ul>
 <li>
 Set up and configure desktops, laptops, monitors, printers, and mobile devices
 </li>
 <li>
 Assist with new hire onboarding and employee offboarding tasks
 </li>
 <li>
 Perform basic troubleshooting of network connectivity, Wi-Fi, VPN, and VoIP phones
 </li>
 <li>
 Coordinate with vendors or ISPs for hardware repairs or service issues
 </li>
 </ul>
 
 
 
 
 
 Security &amp; Confidentiality
 
 
 <ul>
 <li>
 Follow firm IT policies and security procedures at all times
 </li>
 <li>
 Maintain strict confidentiality of client and firm data
 </li>
 <li>
 Assist with basic security tasks such as endpoint protection checks and MFA support
 </li>
 <li>
 Identify and report suspicious activity, phishing emails, or potential security incidents
 </li>
 </ul>
 
 
 
 
 
 Documentation &amp; Process Support
 
 
 <ul>
 <li>
 Maintain accurate documentation of issues, fixes, and standard procedures
 </li>
 <li>
 Contribute to knowledge base articles and user guides
 </li>
 <li>
 Identify common issues and suggest improvements to help desk processes
 </li>
 </ul>
 
 
 
 
 Required Qualifications:
 
 <ul>
 <li>
 1&ndash;3 years of experience in an IT help desk or technical support role
 </li>
 <li>
 Strong customer service and communication skills
 </li>
 <li>
 Intermediate knowledge of Windows and/or macOS operating systems
 </li>
 <li>
 Experience with Active Directory, Microsoft Entra, and remote support tools
 </li>
 <li>
 Experience supporting Microsoft 365 and common office applications
 </li>
 <li>
 Ability to prioritize tasks and work independently in a small team environment
 </li>
 <li>
 Professional demeanor and comfortable supporting executives and professional staff
 </li>
 </ul>
 
 
 
 
 Preferred Qualifications:
 
 <ul>
 <li>
 Prior experience supporting attorneys or legal staff
 </li>
 <li>
 Experience with iManage, NetDocuments, Intapp, or similar legal software
 </li>
 <li>
 IT certifications (CompTIA A+, Network+, Microsoft, ITIL)
 </li>
 <li>
 Degree in Computer information systems/technology
 </li>
 </ul>
 
 
 
 
 Schedule and Work Environment:
 
 <ul>
 <li>
 Full-time, in-office position (Midtown, New York City) &ndash; Monday to Friday
 </li>
 <li>
 Occasional after-hours support may be required for critical issues
 </li>
 <li>
 Rotating after hours and weekend on-call support (roughly one week every 3 to 4 months)
 </li>
 </ul>
 
 
 
 
 The target base pay range for this role in New York is $70,000-$95,000 and is dependent on experience and other relevant factors, including geography.
 
</div>

Information Technology Help Desk Analyst

Berger Montague

<div>
 
 
 
 FIRM OVERVIEW
 
 
 
 
 
 
 
 Berger Montague PC is a nationally renowned civil litigation firm consisting of over 100 attorneys. The Firm pioneered the use of class actions in antitrust and securities litigation, and since then, has expanded the use of class actions in the fields of consumer, employment, environmental, and insurance litigation, as well as in the areas of civil and human rights.
 
 
 
 
 
 Berger Montague offers a competitive salary and attractive benefits package, which includes health insurance, vision insurance, dental insurance, HRA contribution, disability insurance, life insurance, 401(k) contribution, profit sharing, and pretax transportation benefits.
 
 
 
 
 
 The Firm is currently seeking an IT Support Analyst in our IT Department. This position entails advanced service desk support for over 150 users nationwide. The IT Support Analyst responds to help desk tickets and resolves them in a timely fashion. This position also includes troubleshooting and managing the Firm&rsquo;s document management system, iManage, as well as managing device security and configuration via Microsoft In Tune.
 
 
 
 
 
 
 
 ON-SITE REQUIREMENT
 
 
 
 
 40 hours/5 days a week in office
 
 
 
 
 
 
 
 RESPONSIBILITIES
 
 
 
 <ul>
 <li>
 Tier 1 and tier 2 troubleshooting.
 </li>
 <li>
 Responding and completing tickets in Jira help desk platform
 </li>
 <li>
 Onboarding new employees
 </li>
 <li>
 Laptop configuration and deployment
 </li>
 <li>
 iManage DMS troubleshooting and administration
 </li>
 <li>
 Managing devices, Conditional Access Policies, and Software that are managed via Microsoft In Tune
 </li>
 <li>
 Hybrid Active Directory environment management
 </li>
 <li>
 Exchange Online management: including creating and managing distribution groups, creating and managing office 365 groups, applying retention policies, delegating access to shared mailboxes
 </li>
 <li>
 Microsoft Teams: assigning and managing phone numbers and call queues for end users
 </li>
 <li>
 Printer management: deploying new printers, adding and sharing printers via a Windows Print server
 </li>
 <li>
 Conference Room AV Support and Troubleshooting
 </li>
 <li>
 Assist with projects as needed
 </li>
 </ul>
 
 
 
 
 
 
 
 
 
 SKILL REQUIREMENTS
 
 
 
 <ul>
 <li>
 Law Firm/legal industry experience
 </li>
 <li>
 Microsoft Windows 10/11 troubleshooting
 </li>
 <li>
 iManage Cloud experience (iManage Help Desk Certification preferred)
 </li>
 <li>
 Microsoft Teams
 </li>
 <li>
 Microsoft Office Applications (Word, Excel, Outlook)
 </li>
 <li>
 Active Directory
 </li>
 <li>
 Exchange Online
 </li>
 <li>
 Microsoft Azure Management
 </li>
 <li>
 Microsoft In Tune
 </li>
 <li>
 Adobe Acrobat
 </li>
 <li>
 Basic Cisco Meraki experience
 </li>
 <li>
 Basic VMWare knowledge
 </li>
 <li>
 Basic Nutanix AHV knowledge (preferred not required)
 </li>
 </ul>
 
 
</div>

IT Support Analyst

Liberty Personnel Services, Inc.

<div>
 Job Details:
 
 
 My client is seeking someone to serve in the capacity of Help Desk Support Analyst. The position is needed due to growth and high call volume. This role will be 1st shift EST and will be fully remote.
 
 
 
 Responsibilities:
 
 
 
 Technical support of Network, Desktop and Applications.
 
 
 Strong troubleshooting skills.
 
 
 Ability to follow strict escalation procedures.
 
 
 Excellent Documentation and Communication.
 
 
 Ability to work with minimal supervision.
 
 
 
 Required Skills:
 
 
 
 Help Desk Call Center
 
 
 Healthcare Environment
 
 
 Active Directory
 
 
 MS Windows 7 &amp; 8.
 
 
 MS Office 2003/2007/2010.
 
 
 Email Administration (MS Outlook).
 
 
 Edgar Unthank
 
 
 300 Conshohocken State Road | Conshohocken, PA 19428
 
 
 Direct Line: 484.238.1943
 
 
 edgar@libertyjobs.com www.libertyjobs.com
 
 
 www.linkedin.com/in/edgarunthank
 
 
 #IT
 
 
 #remote
 
 
 #midsenior
 
 
 
 
</div>

Help Desk Support Analyst Remote

Ovation Healthcare

<div>Welcome to Ovation Healthcare!
At Ovation Healthcare, we&rsquo;ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.
The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare&rsquo;s vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.
We&rsquo;re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.
Ovation Healthcare&rsquo;s corporate headquarters is located in Brentwood, TN. For more information, visit www.ovationhc.com.
General summary:
The Service Desk Analyst II responds to phone, email, and chat requests for support related to hardware or software issues. This position assists less experienced specialists with complex or escalated issues. Working under moderate supervision, the role ensures service level standards are met and quality responses are provided in a timely manner.
The Service Desk Analyst II provides troubleshooting support, recommends methods to resolve and prevent issues, and escalates complex problems to the appropriate teams. Additional responsibilities include installing or upgrading software, setting up user profiles, resetting passwords, and documenting incidents using help desk systems. The role also involves reading technical manuals and performing diagnostics to resolve problems. Other duties may be assigned as needed.
Duties and Responsibilities:<ul><li>
Respond to support requests via phone, email, and chat related to hardware and software issues, providing timely and effective assistance to end users.</li><li>
Assist and mentor less experienced Service Desk Specialists by guiding them through complex or escalated technical issues.</li><li>
Troubleshoot and diagnose technical problems, recommending solutions and preventive measures to minimize recurring issues.</li><li>
Escalate advanced or unresolved problems to appropriate higher-level technical teams following established escalation procedures.</li><li>
Perform software installations, upgrades, user profile setups, password resets, and other routine support tasks.</li><li>
Document all incidents, service requests, and resolutions thoroughly and accurately in the help desk system.</li><li>
Review technical manuals and use diagnostic tools to identify and resolve hardware and software problems.</li><li>
Ensure compliance with service level agreements (SLAs) and maintain high standards of customer service quality.</li><li>
Collaborate with team members and other IT departments to facilitate issue resolution and knowledge sharing.</li><li>
Participate in ongoing training to enhance technical knowledge and troubleshooting skills.</li><li>
Perform other duties as assigned to support the effectiveness of the service desk and IT support operations.</li></ul>
EDUCATION:<ul><li>
High School Diploma</li></ul>
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:
<ul><li>Reliable high-speed internet connection is required for all remote/hybrid positions.</li><li>
Must have access to stable Wi-Fi with sufficient bandwidth to support video conferencing, cloud-based tools, and other online work-related activities.</li><li>
A HIPAA-compliant work environment is required, including a secure workspace free from unauthorized access or interruptions, no use of public Wi-Fi unless connected through a secure company-provided VPN, and compliance with all applicable HIPAA privacy and security regulations.</li></ul></div>

Service Desk Analyst II

K2 Services

<div>
 <ul>
 <li>
 Service Desk Analyst (Remote - U.S.)
 
 
 </li>
 </ul>
 Jumpstart your career in the dynamic Legal/IT sector with K2 Services as a Service Desk Analyst!
 
 
 We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in supporting our law firm clients.
 
 
 K2 prepares you to work in a fast pace, agile, customer service-oriented environment while working collegially and collaboratively with a world-class Service Desk team.
 
 
 Career opportunities abound both within the Service Desk Department as well as more hands-on engineering roles for those looking for a more technical tract.
 
 
 
 The position comes with a full array of benefits, health insurance and matching 401k, and many more perks.
 
 
 
 
 This opportunity is remote! The first week will be spent with our dedicated Service Desk Training team Monday through Friday 9:00 AM to 5:30 PM CST before moving to their working shift schedule.
 
 
 
 <ul>
 <li>
 We are looking for candidates who are able to work any days of the week (any combination of days Monday through Sunday) 2nd and 3rd shift preferred.
 </li>
 <li>
 Compensation starts between $36k-$39k annual with a 10% Shift Differential for weekends and evenings after 5pm.
 
 
 </li>
 </ul>
 The
 
 Service Desk Analyst
 
 provides technical support related to computer systems, hardware, or software via telephone, email, and chat tools. This position is fast-paced and multi-task intensive, requiring quick decision-making and top-notch customer service skills.
 
 
 
 Essential Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues.
 </li>
 <li>
 Provide over-the-phone, email, and chat support.
 </li>
 <li>
 Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue.
 </li>
 <li>
 Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer?s reported issue.
 </li>
 <li>
 Properly ticketing all customer requests with detailed information regarding the issue reported. Service Desk Analysts are expected to provide accurate, descriptive, and complete information in all tickets to successfully relay information back to the customer or other support team members.
 </li>
 <li>
 Maintain a regular and reliable level of attendance.
 
 
 </li>
 </ul>
 
 Knowledge Skills And Abilities
 
 
 
 <ul>
 <li>
 High School Diploma or equivalent.
 </li>
 <li>
 Strong verbal, written, and typing skills.
 </li>
 <li>
 Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Service Desk Analyst?s success.
 </li>
 <li>
 Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment.
 </li>
 <li>
 Ability to act independently and make decisions within the scope of the position?s responsibilities.
 </li>
 <li>
 Always display the utmost professionalism with team members as well as end-users. � Ability to function well in a high-paced and at times stressful environment.
 </li>
 <li>
 Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found.
 </li>
 <li>
 Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions.
 </li>
 <li>
 Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 Prolonged periods of sitting at a desk and working on a computer
 
 
 Will require Intune ?Mobile Device Management? software installed on a personal device(s)
 
 
 
 K2 SERVICES IS AN EQUAL OPPORTUNITY EMPLOYER
 
 Diversity and inclusion matter to us here at K2 Services Associates. We celebrate our differences and advocate an environment where everyone feels included. We are proud to be an equal opportunity employer ? and celebrate our employees? differences, including race, color, religion, sex, national origin, citizenship, marital status, sexual orientation, gender identity, age, disability, Veteran status, or any other protected group status. Our differences make us better, stronger, and more successful. Equal employment opportunity extends to all aspects of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensations, benefits, and other terms and conditions of employment.
 
 
 Opensity Solutions is an Equal Opportunity Employer.
 
 
 We are committed to creating an inclusive workplace and consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws. Employment decisions are based on qualifications, merit, and business needs.
 
 
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</div>

Service Desk Analyst - Remote (After Hours)

technology&

<div>
 
 
 IT Help Desk Analyst (Onsite)
 
 
 
 
 
 
 
 Location:
 
 Broadway, Manhattan, New York
 
 
 
 Employment Type:
 
 Contract (Full Time)
 
 
 
 Hourly Rate:
 
 $18 - $20 per hour
 
 
 (All inclusive)
 
 
 
 Start Date:
 
 ASAP
 
 
 
 Positions Available:
 
 Multiple
 
 
 
 Client Industry:
 
 IT Service Management
 
 
 
 
 
 
 Position Summary
 
 
 
 Technology&amp; is hiring
 
 IT Helpdesk Analysts
 
 to assist a large multinational client by providing customer support through phone, email, and chat. This role focuses on helping customers with service inquiries, providing information, and ensuring a positive customer experience.
 
 
 
 
 
 Onsite paid training will be provided.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Respond professionally to customer inquiries via phone, email, or chat.
 </li>
 <li>
 Provide Tier 1 help desk support for IT systems or operational services.
 </li>
 <li>
 Assist students, staff, parents, or other stakeholders with inquiries and service requests.
 </li>
 <li>
 Log and track incidents, service requests, and inquiries using CRM and ITSM.
 </li>
 <li>
 Research solutions using knowledge bases, workflows, and predefined scripts.
 </li>
 <li>
 Diagnose issues and provide initial troubleshooting or guidance to resolve problems.
 </li>
 <li>
 Escalate complex or priority issues to Team Leads or appropriate Tier 2/3/4 support.
 </li>
 <li>
 Maintain accurate records of interactions, resolutions, and actions taken.
 </li>
 <li>
 Follow quality standards, service level expectations, and operational procedures.
 </li>
 </ul>
 
 
 
 
 
 Candidate Profile
 
 
 <ul>
 <li>
 Excellent communication skills with strong customer service orientation.
 </li>
 <li>
 Ability to remain calm, patient, and professional when handling customer inquiries.
 </li>
 <li>
 Strong listening skills with an empathetic and positive communication style.
 </li>
 <li>
 Detail‑oriented with strong organizational and time‑management skills.
 </li>
 <li>
 Proficiency in Microsoft Office tools including Word, Excel, and PowerPoint.
 </li>
 </ul>
 
 
 
 
 
 Preferred Attributes
 
 
 <ul>
 <li>
 Prior experience in IT support or customer service.
 </li>
 <li>
 Experience with CRM/ITSM tools.
 </li>
 <li>
 Call Center experience and managing tickets, preferably in the public services.
 </li>
 </ul>
 
 
 
 
 
 Equal Opportunity
 
 
 
 Technology&amp; is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, gender, sexual orientation, age, disability, national origin, or any other legally protected status. We are committed to creating a diverse and inclusive workplace.
 
</div>

Help Desk Analyst

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