Help Desk Analyst - Kent, United States - iQuasar

Description

A Help Desk Analyst plays a crucial role in providing technical support and assistance to end-users within an organization.

They are responsible for resolving IT-related issues, troubleshooting problems, and ensuring a smooth and efficient operation of computer systems and software applications.

Responsibilities:

User Support:
Provide first-line support to end-users, responding to inquiries and resolving technical issues promptly.
Assist users with hardware, software, and network problems.


Troubleshooting:
Diagnose and troubleshoot technical issues through effective problem-solving techniques.
Escalate complex issues to higher-level support teams when necessary.


Ticket Management:
Log and manage support requests using a ticketing system.
Prioritize and categorize tickets based on urgency and impact.


Communication:
Communicate technical information to non-technical users in a clear and understandable manner.
Provide regular updates to users on the status of their support requests.


Documentation:
Maintain accurate records of technical issues and their resolutions.
Contribute to the development and updating of knowledge base articles.


Hardware and Software Support:
Install, configure, and troubleshoot hardware components and software applications.
Guide the proper use of software and applications.


Remote Assistance:
Offer remote support to users, resolving issues without requiring in-person assistance.
Utilize remote desktop tools to troubleshoot and resolve problems.


User Training:
Conduct training sessions or create documentation to educate users on IT best practices.
Proactively address common user issues through education and awareness.


Collaboration:
Collaborate with other IT teams to escalate and resolve complex technical issues.
Provide feedback to improve IT systems and processes.


Security Awareness:
Assist in enforcing IT security policies and procedures.
Report and address security incidents or breaches promptly.


Qualifications:

Associate or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).Previous experience in a help desk or technical support role is beneficial.

Strong problem-solving and analytical skills.
Excellent communication and customer service skills.
Familiarity with common operating systems, software applications, and hardware components.
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