Help Desk Analyst

Job Description

Join us as a Help Desk Analyst where you will assist users with technical support and provide solutions to enhance their experience. We value individuals who take initiative and can communicate effectively with diverse teams.

Responsibilities

• Provide first-line support for IT-related issues via phone, email, and in-person.
• Troubleshoot and resolve hardware and software problems efficiently.
• Document and escalate unresolved issues to the IT team.
• Manage user accounts and permissions in various systems.
• Assist in the onboarding process by setting up new users.
• Conduct training sessions for users on new systems and procedures.
• Monitor help desk tickets and ensure timely resolution.
• Maintain a knowledge base of common issues and solutions.

Requirements

Education

• Certificate in IT Support or relevant field is preferred

Experience

• 2+ years of experience in a help desk environment

Technical Skills

• Mac OS
• ITIL Framework

Soft Skills

• Team Player
• Adaptability

Languages

• English: Fluent

Advantageous

• Experience with ticketing systems such as Jira or ServiceNow: Familiarity with modern IT ticketing systems for effective issue tracking.
• Basic knowledge of scripting languages like PowerShell or Python: Understanding of scripting for automation and system management.

Benefits

• Comprehensive health care coverage
• Retirement savings plan with company match
• Flexible work hours
• Opportunity for professional development

Company Culture

• Team Collaboration: We promote a supportive and collaborative culture where teamwork is key.
• Innovation: Our culture encourages innovation and new ideas, ensuring our team is at the forefront of technology.
• Growth Mindset: We value continuous learning and provide opportunities for professional development.