<p>We are seeking a detail-oriented and customer-focused <strong>Help Desk/Technical Support Analyst</strong>. As a key member of the IT support function, you will provide front-line assistance to end-users by troubleshooting, diagnosing, and resolving technical issues. You will play a vital role in ensuring the availability and performance of IT systems, while delivering an excellent user experience.</p><p><br></p><p><strong>Key Responsibilities:</strong></p><ul><li>Serve as the first point of contact for end-users seeking technical assistance via phone, email, or chat.</li><li>Diagnose, troubleshoot, and resolve hardware, software, and network-related issues.</li><li>Escalate unresolved issues to the appropriate internal teams as necessary, ensuring timely resolution and follow-up with end-users.</li><li>Maintain detailed documentation of reported issues, troubleshooting steps, and resolutions in the IT service management system.</li><li>Guide end-users through problem-solving processes and provide hands-on support when needed.</li><li>Install, configure, and maintain desktop hardware, software applications, and peripheral equipment.</li><li>Assist in managing user accounts, permissions, and access controls on systems and platforms.</li><li>Support onboarding activities, including setting up and configuring new user accounts and devices.</li><li>Collaborate with IT teams to deploy updates, patches, and upgrades to systems and applications.</li><li>Identify recurring issues and recommend proactive solutions to reduce support tickets.</li><li>Continuously enhance technical knowledge by staying up to date with the latest trends and tools in the IT industry.</li></ul><p><br></p>

<ul><li>Proven experience in a Help Desk or IT support role (1-3 years preferred).</li><li>Strong technical skills with proficiency in [list specific software/systems, i.e., Windows OS, MacOS, MS Office Suite, Active Directory, Office 365, etc.].</li><li>Familiarity with troubleshooting basic network issues (TCP/IP, DNS, VPNs, etc.).</li><li>Excellent communication and customer service skills, with the ability to explain technical issues to non-technical users in a clear and concise manner.</li><li>Strong problem-solving and analytical skills with the ability to prioritize tasks effectively.</li><li>Experience with ticketing systems such as [ServiceNow, Zendesk, or JIRA—customize based on client systems].</li><li>Relevant certifications such as CompTIA A+, ITIL Foundation, or similar are a plus.</li><li>Knowledge of cloud platforms, VoIP, or other specialized tools is a plus.</li></ul>

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