Help Desk Analyst

Overview

We are seeking a motivated and customer-oriented IT Help Desk Analyst to join our dynamic IT support team. The ideal candidate will possess strong problem-solving skills, exceptional communication abilities, and a passion for providing high-quality technical assistance to our internal users. As an IT Help Desk Analyst, you will play a pivotal role in ensuring the smooth operation of our organization's technology infrastructure, contributing to an excellent end-user experience, and helping the team deliver the JRW Commitment. This role will report to the Information Systems Manager. 

Responsibilities

• Provide first-level technical support to end-users in-person or via phone/e-mail/chat diagnosing and resolving hardware, software, and network-related issues.
• Guide users through troubleshooting steps, providing clear and concise instructions to resolve common technical problems.
• Maintain a thorough understanding of the organization's technology environment, including software applications, network infrastructure, and security protocols.
• Utilize remote desktop tools to troubleshoot and resolve problems on users' devices.
• Document and track user requests, incidents, and resolutions in the help desk ticketing system, ensuring accurate and timely record-keeping.
• Collaborate with IT team members to escalate complex issues to appropriate departments or higher-level support teams.
• Assist in the setup, configuration, and deployment of desktops, laptops, mobile devices, and peripherals.
• Educate users on basic technical tasks, such as software installations, password resets, and account setup.
• Monitor and maintain IT equipment inventory, ensuring that hardware and software assets are properly tracked and managed.
• Contribute to the creation and maintenance of user-facing documentation, knowledge base articles, and self-help resources.
• Identify trends in user-reported issues and proactively propose solutions to improve IT services and reduce recurring problems.
• Participate in IT projects, upgrades, and system maintenance as required, providing technical expertise and support.

Role Specific Requirements

• Strong technical aptitude and a genuine interest in troubleshooting and problem-solving.
• Excellent interpersonal and communication skills, both written and verbal.
• Customer-focused approach with a commitment to delivering exceptional user support.
• Familiarity with standard operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, Trello, M365 Admin, Zendesk, etc.).
• Basic understanding of networking concepts and protocols.
• Experience with help desk ticketing systems and remote support tools is a plus.
• IT certifications such as CompTIA A , Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications are advantageous.
• The ability to multi-task and prioritize activities.
• The ability to learn concepts and software platforms quickly.
• Ability to troubleshoot software issues and determine root causes.

Experience & Education

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 2-4 years' experience preferred.