Help Desk Support Analyst

Position Overview

The Help Desk Support Analyst (Tier One) provides first-line technical support for end-users of laptops, desktops, and mobile devices, as well as other standard help desk activities. This role is responsible for troubleshooting hardware and software issues, resolving user requests, and escalating complex problems as needed. The ideal candidate is customer-focused, detail oriented, and eager to learn in a fast-paced environment.

Key Responsibilities

Serve as the initial point of contact for all IT-related inquiries via phone, email, or
ticketing system.
Provide Tier One support for laptops, desktops, and mobile phones (iOS, Android,
Windows).
Troubleshoot and resolve hardware, software, and connectivity issues for end-
users.
Assist with password resets, account unlocks, and basic user account
management.
Document all support interactions and solutions in the IT ticketing system.
Escalate unresolved or complex issues to vendors.
Guide users through step-by-step solutions and provide clear instructions.
Support standard office applications (Microsoft Office, email clients, browsers,
etc.).
Perform basic setup and configuration of new devices and user profiles.
Maintain an up-to-date knowledge base of common issues and solutions.
Participate in tea ---------- etings and ongoing training sessions.
Follow company policies and procedures to ensure data security and
compliance.
May require occasional after-hours or weekend support.

Required Qualifications

Bachelor's degree or technical certification preferred (e.g., CompTIA A+,
Microsoft MCP).
Working knowledge of Windows and macOS operating systems.
Familiarity with mobile device platforms (iOS, Android).
Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira) is a plus.
Strong customer service and communication skills.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Willingness to learn new technologies and processes.

Preferred Skills

Experience supporting Google Workspace.
Basic understanding of network fundamentals (Wi-Fi, VPN, printers).
Ability to work independently and as part of a team.