Help Desk Analyst

Job Summary

Providing advanced technical support in a hybrid work environment, the full-time Help Desk Analyst will manage phone and email inquiries, troubleshoot PC hardware and software issues, and support over 5,000 employees and remote users.

Key responsibilities

• Answer and handle 30-50 support calls per day, ensuring professional and efficient service
• Diligently monitor ticket queues and respond to and resolve tickets within prescribed SLAs
• Provide initial support and administration for PC workstations, including imaging, installation, and troubleshooting

Required qualifications

• Associate degree or up to two years of related experience in help desk or desktop support
• 1-3 years of experience in a related IT position or Help Desk
• Proficiency with Microsoft Business products and operating systems
• Working knowledge of HP printers and peripherals
• Relevant professional certifications are a plus but not required