Help Desk Analyst I

Job Description

Job Description

• Respond to user inquiries via phone, email, or ticketing system.
• Perform remote troubleshooting using diagnostic tools and guided questioning.
• Resolve basic technical issues related to desktops, laptops, mobile devices, printers, and software.
• Escalate unresolved issues to higher-level support personnel.
• Document issues and resolutions in the help desk system.
• Assist with onboarding / offboarding tasks such as account setup, hardware provisioning, and access revocation.
• Maintain inventory records and assist in asset tracking and reclamation.
• Support software installations and updates under supervision.
• Provide guidance on IT policies and procedures to end users.
• 1+ year of IT support experience
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field
• Certifications in IT (e.g., CompTIA A+) preferred.
• Understanding of computer systems, mobile devices, and common software applications.
• Experience with Windows OS and Microsoft Office Suite
• Experience with ticketing systems
• Exposure to remote desktop tools, Active Directory, and VPN
• Strong communication and customer service skills.
• Ability to follow instructions and work collaboratively in a team environment.
• Patience and professionalism when dealing with non-technical users.