Help Desk Analyst I

Your responsibilities will include remotely troubleshooting issues, providing accurate information on IT products or services, and updating customer status and information.

Responsibilities:

• Act as the first point of interaction for customers requiring technical assistance.
• Employ diagnostic techniques and relevant questions to perform remote troubleshooting.
• Analyze the customer's issue and details to determine the most effective solution.
• Guide customers through the process of resolving their issues.
• Escalate unresolved issues to the next tier of support staff.
• Deliver accurate information regarding IT products or services.
• Document events, problems, and their resolutions in logs.
• Update customer status and information on a regular basis.
• Forward any customer feedback or suggestions to the appropriate internal team.
• Propose possible improvements on procedures based on identification and understanding of the issues. • Candidate must possess a high school diploma or equivalent; a degree in Information Technology, Computer Science or a related field is preferred.
• Proven experience in a Help Desk Analyst role or similar IT support role is required.
• Strong proficiency in Microsoft Office Suite, with a particular emphasis on Excel, is necessary.
• Knowledge and experience with Active Directory is mandatory.
• Exceptional problem-solving skills to diagnose and address user issues efficiently.
• Excellent communication skills, both verbal and written, are necessary to explain technical issues to non-technical staff members.
• Ability to work under pressure and manage multiple priorities simultaneously is essential.
• Willingness to stay updated with the latest technological advancements and trends in IT support.
• Strong customer service orientation to ensure all user needs are met promptly and professionally.
• Experience working in a non-profit environment is considered a plus.
• Ability to maintain confidentiality and adhere to data privacy regulations is crucial.
• Must be able to work independently as well as collaborate effectively in a team environment.
• Willingness to work flexible hours, including occasional evenings and weekends, to provide necessary support to users.