Help Desk Analyst

Job Summary

To support a diverse business process environment, the full-time Help Desk Analyst will manage inbound calls, emails, and tickets while providing remote troubleshooting for network and desktop issues in a hybrid setting.

Key responsibilities

• Process and resolve inbound support requests via telephone, email, and ticketing system
• Interface with vendors to assist in customer support for telecom outages and issues
• Document incidents thoroughly and escalate as necessary using the Service Delivery Tool

Required qualifications

• A+ Certification and Network+ Certification
• 3 years of Help Desk experience (Tier 1)
• Experience with LAN/WAN troubleshooting
• Proficiency in remote troubleshooting of desktop issues
• Ability to work independently and think critically in a fast-paced environment