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Now viewing: Help Desk Analyst
C
Confidential
Help Desk Analyst
Job Description
A growing and technology-driven organization is seeking an experienced a Help Desk Analyst to join our IT team. This individual will serve as the highest level of technical support, resolving complex hardware, software, network, and infrastructure issues while mentoring junior support staff and partnering with IT teams to improve service delivery. This is an excellent opportunity for a seasoned IT professional who enjoys troubleshooting challenging technical issues, working with a wide range of technologies, and providing exceptional customer service. Responsibilities Provide advanced technical support for desktops, laptops, mobile devices, printers, and peripheral equipment. Troubleshoot and resolve complex Windows, Microsoft 365, Active Directory, networking, VPN, and application issues. Escalate and coordinate critical incidents with infrastructure, security, and engineering teams as needed. Analyze recurring technical issues and recommend permanent solutions and process improvements. Create and maintain technical documentation, knowledge base articles, and standard operating procedures. Mentor and assist Tier I and Tier II support analysts. Install, configure, and support hardware, software, and operating systems. Manage user accounts, permissions, and group policies. Support remote users and multiple office locations. Participate in system upgrades, migrations, deployments, and IT projects. Ensure support tickets are accurately documented and resolved within established service level agreements (SLAs). Maintain a high level of customer satisfaction through timely communication and issue resolution. Qualifications Bachelor's degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered. 5+ years of progressive IT Help Desk or Desktop Support experience preferred. Preferred Certifications CompTIA A+ Network+ Security+ Microsoft Certified What We're Looking For The ideal candidate is: A collaborative team player with excellent customer service skills. Calm under pressure and able to prioritize multiple issues. Passionate about technology and continuous learning. Self-motivated with the ability to work independently. Detail-oriented and committed to delivering high-quality technical support.