Help Desk Support Analyst

We are looking for a Help Desk Support Analyst to join our team on a contract basis in Delray Beach, Florida. In this role, you will provide technical assistance and support for hardware, software, and network-related issues while ensuring a seamless user experience. This position requires strong problem-solving skills, excellent communication, and a customer-focused approach to resolving technical challenges.

Responsibilities:

• Diagnose and resolve hardware, software, and network issues using specialized tools and effective questioning techniques.
• Provide detailed guidance to users, walking them through solutions to technical problems in a clear and efficient manner.
• Escalate unresolved or complex issues to higher-level IT support teams for further investigation.
• Maintain accurate documentation of support requests, troubleshooting steps, and resolutions within the help desk ticketing system.
• Monitor and ensure compliance with internal service-level agreements (SLAs) to meet organizational standards.
• Follow up with users to confirm resolution and ensure satisfaction with technical support.
• Relay recurring issues, user feedback, and improvement suggestions to relevant internal teams for process enhancement.
• Identify areas for improvement in support procedures and recommend actionable solutions.
• Offer up-to-date information on IT systems, tools, and services to keep users informed.
• Collaborate with cross-functional teams to ensure effective communication and problem resolution.