Help Desk Analyst I | Tier 1 Technical Support

Job Description

Job Description

We are looking for a skilled Help Desk Analyst I to provide Tier 1 technical support for our team in Des Moines, Iowa. In this role, you will assist with troubleshooting hardware, software, and network connectivity issues while offering exceptional customer service to internal users. This is a Contract-to-Permanent position, offering an opportunity to grow your technical expertise in a dynamic work environment.

Responsibilities :

• Deliver Tier 1 help desk support, addressing user inquiries and resolving technical issues efficiently.
• Troubleshoot hardware problems, including diagnosing and repairing computer systems and peripherals.
• Provide software support, including installing, uninstalling, and offering basic guidance on internal applications.
• Manage user accounts within a hybrid Active Directory environment, including password resets, account unlocks, and access rights adjustments.
• Resolve Office 365-related issues, ensuring smooth operation of applications and user accounts.
• Address network connectivity problems, including troubleshooting IP configurations and basic Cisco Meraki network setups.
• Utilize the Freshdesk ticketing system or similar platforms to track, prioritize, and resolve approximately 475 tickets per month.
• Assist with the internal document management system, offering training and support during system upgrades and transitions.
• Learn and provide support for Citrix, Cisco Meraki switches, and Cisco firewalls as needed, with training provided.
• Collaborate with team members to ensure timely resolution of technical issues and maintain high user satisfaction.
• At least 2 years of experience in a Tier 1 technical support or help desk role.
• Proficiency in troubleshooting hardware, software, and basic network issues.
• Familiarity with Active Directory, including password resets and user account management.
• Experience supporting Microsoft Office 365 applications.
• Ability to handle a high volume of service tickets efficiently, using platforms like Freshdesk or similar.
• Basic knowledge of network troubleshooting, including IP configurations and connectivity issues.
• Strong communication and customer service skills to effectively assist internal users.
• Willingness to learn and adapt to new technologies, including Citrix, Cisco Meraki, and Cisco firewalls.