HelpDesk Analyst Position Available In Madison, Alabama

Tallo's Job Summary: Seeking a Level 1 Help Desk Technician in Huntsville, AL, to provide technical support. Responsibilities include addressing user issues, escalating complex problems, and maintaining documentation. Qualifications include a high school diploma, basic technical skills, and strong communication abilities. Experience in customer service is beneficial. Join our team to ensure user satisfaction and system efficiency.

Company:
Focus Company Co., Ltd
Salary:
JobFull-timeOnsite

Job Description

HelpDesk Analyst 4.2 4.2 out of 5 stars Huntsville, AL 35824

Job Summary:

We are seeking a dedicated Level 1 Help Desk Technician to provide first-line technical support to our users. The ideal candidate will possess excellent problem-solving skills, effective communication abilities, and a foundational understanding of IT systems. This role involves addressing basic technical issues, assisting users with hardware and software inquiries, and ensuring a high level of customer satisfaction.

Key Responsibilities:
User Support:

Respond promptly to incoming requests via telephone, email, or in-person, assisting users with hardware, software, and network-related issues.

Issue Identification:

Diagnose and resolve basic technical problems by gathering pertinent information and utilizing provided tools and resources.

Escalation:

Recognize complex issues and escalate them to higher-level support teams when necessary, ensuring detailed documentation of the problem.

Documentation:

Maintain accurate records of user interactions, problems, and resolutions in the help desk ticketing system.

Resource Development:

Contribute to the creation and maintenance of user guides and knowledge base articles to assist users in resolving common issues.

System Monitoring:

Assist in monitoring system performance and report any irregularities or potential issues to senior IT staff.

Customer Service:

Provide exceptional customer service by maintaining a professional demeanor, actively listening to user concerns, and ensuring timely resolution of issues.

Qualifications:
Education:

High school diploma or equivalent; an associate degree in Information Technology or a related field is preferred.

Experience:

Prior experience in a customer service or technical support role is advantageous but not mandatory.

Technical Skills:

Basic understanding of computer systems, mobile devices, and other tech products; familiarity with remote desktop applications and help desk software is a plus.

Communication Skills:

Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.

Problem-Solving:

Ability to troubleshoot and resolve basic technical issues efficiently.

Organizational Skills:

Detail-oriented with the ability to manage multiple tasks and prioritize effectively.

Team Collaboration:

Ability to work collaboratively within a team environment and contribute to team objectives.

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