We are looking for a highly motivated and customer-focused Help Desk Analyst to be the first point of contact for all technology-related issues. This role is crucial for ensuring the smooth daily operation of our business. As a small team, this position requires a broad skillset, strong problem-solving abilities, and a proactive approach to maintaining our IT environment.
Key Responsibilities
Technical Support and Troubleshooting (Tier 1 & 2)
- Serve as the primary technical contact for all employees, handling incoming support requests via phone, email, and in-person.
- Log, prioritize, and track all IT issues and requests in a ticketing system.
- Diagnose and resolve technical hardware and software issues for desktops, laptops, mobile devices, and peripherals (printers, scanners, etc.).
- Troubleshoot network connectivity issues (LAN/Wi-Fi), VPN access, and common application errors.
- Provide support for Microsoft 365 services (Outlook, Word, Excel, SharePoint, Teams) and other core business applications.
- Escalate complex or unresolved issues to appropriate vendors or third-party support providers when necessary.
System and Infrastructure Maintenance
- Perform setup, configuration, and deployment of new user workstations (PC/Mac).
- Conduct regular preventative maintenance on hardware and software.
- Manage user accounts, permissions, and access rights in accordance with company policy.
- Assist with basic server and network equipment monitoring and maintenance under guidance.
- Ensure all devices are running current operating systems and have up-to-date antivirus and security patches.
Documentation and Training
- Create and maintain clear, user-friendly documentation for common IT procedures and solutions (knowledge base articles).
- Document all troubleshooting steps and resolutions for ticket closure.
- Provide one-on-one or small group training to employees on new technologies or software as needed.
Customer Service and Communication
- Maintain a high degree of customer service, providing prompt, courteous, and professional support to all staff.
- Clearly communicate technical concepts to non-technical users.
- Follow up with end-users to ensure issues are resolved to their satisfaction.