Job Title

The Help Desk Analyst I will be an integral part of our IT support team, responsible for providing technical assistance and support to our internal users. You will be the initial point of contact for all IT-related inquiries and issues, ensuring timely resolution and excellent customer service. This role offers an exciting opportunity to develop your technical skills while contributing to the smooth operation of our organization's IT systems..User Support: Provide first-line support by addressing initial user queries, troubleshooting technical problems, managing support tickets efficiently, and offering basic training and education to users on IT systems and software applications. Ensuring prompt resolution of user issues and maintaining high levels of customer satisfaction.First-Line SupportTroubleshootingTicket ManagementUser Training and EducationTechnical Operations: Troubleshooting activities, focusing on diagnosing and resolving technical problems reported by end-users. Utilizing troubleshooting methodologies and IT knowledge effectively to address issues promptly.TroubleshootingDocumentation and Collaboration: Maintaining documentation and knowledge base articles for common IT issues and solutions. Documenting troubleshooting procedures and collaborating with other IT teams to share knowledge and improve team efficiency.DocumentationTeamwork and Collaboration: Collaborating with other IT teams to resolve complex issues and the ability to collaborate with colleagues and contribute to team goals. A willingness to share knowledge and support peers to achieve collective success.Performs other duties as assigned..High school diploma or equivalent.One (1) year of experience in a technical support role, preferably in a help desk or service desk environment, or an equivalent mix of education and relevant experience in similar role..Associate degree in information technology, computer science, or a related field.Professional help desk experience.Telephone support and in-person support experience.Experience with Help Desk tracking software such as ServiceNow, ADUC, and Office 365.Experience in performing quality assurance tasks in a help desk or call center environment, reviewing tickets and providing feedback, monitoring calls, surveying clients, etc.