Help Desk Analyst Tier I

This is a contract position that offers an opportunity to work with a respected company.

Key Responsibilities:

1. User Support: Provide friendly and efficient technical support to end-users via various channels, including phone, email, and chat, addressing a wide range of hardware and software issues.
2. Ticket Management: Log, prioritize, and track support requests using a ticketing system, ensuring timely and accurate resolution of problems.
3. Troubleshooting: Diagnose and resolve basic technical issues related to desktops, laptops, software applications, printers, and other IT peripherals.
4. Password Resets: Assist users with password resets and account access issues, following security protocols and authentication procedures.
5. Documentation: Maintain detailed records of support requests, resolutions, and common issues for future reference.
6. User Training: Provide guidance to end-users on software applications and best practices, helping them become more self-reliant.
7. Escalation: Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams, ensuring efficient problem resolution.
8. Remote Support: Offer remote assistance to users to resolve issues, especially in situations where on-site support is not required.

Qualifications:

• Prior experience in a Tier 1 helpdesk or technical support role is beneficial but not mandatory.
• Strong communication and customer service skills.
• Basic understanding of desktop operating systems (e.g., Windows, macOS) and common software applications.
• Proficiency in troubleshooting and problem-solving.
• Excellent interpersonal skills and a customer-oriented approach.
• IT-related certifications (e.g., CompTIA A+) are a plus.
• Ability to follow processes and procedures while adapting to changing user needs.