What are the responsibilities and job description for the Helpdesk Analyst position at Radiant Digital?
Job Title : Helpdesk Analyst
Location : Bethesda MD USA
Education
An Associate's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
Primary Job Duties And Tasks
Location : Bethesda MD USA
Education
An Associate's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
Primary Job Duties And Tasks
- Support the providing comprehensive technical support, including handling user inquiries, troubleshooting hardware and software issues, and ensuring the smooth operation of the computing and networking environments.
- Serve as the primary point of contact for IT-related inquiries, providing support via phone, email, and in-person for all users.
- Troubleshoot and resolve hardware, software, and network issues, ensuring minimal downtime and disruption.
- Assist with the deployment, configuration, and maintenance of desktop computers, laptops, printers, and other peripheral devices.
- Manage user accounts, permissions, and access rights in various systems and applications.
- Provide support for the installation and configuration of software applications and updates.
- Document and track all support requests using a ticketing system, ensuring timely resolution and communication with users.
- Collaborate with other IT team members to escalate and resolve complex technical issues.
- Conduct training sessions and create user guides to help users understand and effectively utilize IT resources.
- Participate in the continuous improvement of helpdesk processes and procedures.
- Assist with the implementation of IT security policies and ensure compliance with established guidelines.
- Monitor and maintain IT assets inventory, ensuring accurate records of hardware and software.
- Minimum Five (5) years of experience in a helpdesk or technical support role.
- Strong knowledge of Linux, Windows, and Mac operating systems, Microsoft Office Suite, and common desktop applications.
- Experience with Active Directory, user account management, and network troubleshooting.
- Familiarity with ticketing systems and helpdesk software.
- Excellent problem-solving skills and the ability to work under pressure.
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Customer-oriented mindset with a focus on providing exceptional service.
- Understanding 24x7 operation requirements, and experience in a process-oriented working environment.
- Demonstrated communication skills and the ability to work with people at every level; capability with solution-oriented, goal-oriented approach to accomplish the assigned tasks.
- Experienced in high performance network infrastructure, next generation multimedia communication, and fault tolerant/high availability systems.
- Ability to develop a complete disaster recovery and system backup plan with the responsibility of producing and maintaining all system documentation.
