Job Description

We are looking for a highly motivated and customer-focused Help Desk Analyst to be the first point of contact for all technology-related issues. This role is crucial for ensuring the smooth daily operation of our business. As a small team, this position requires a broad skillset, strong problem-solving abilities, and a proactive approach to maintaining our IT environment.

Key Responsibilities

Technical Support and Troubleshooting (Tier 1 & 2)

• Serve as the primary technical contact for all employees, handling incoming support requests via phone, email, and in-person.
• Log, prioritize, and track all IT issues and requests in a ticketing system.
• Diagnose and resolve technical hardware and software issues for desktops, laptops, mobile devices, and peripherals (printers, scanners, etc.).
• Troubleshoot network connectivity issues (LAN/Wi-Fi), VPN access, and common application errors.
• Provide support for Microsoft 365 services (Outlook, Word, Excel, SharePoint, Teams) and other core business applications.
• Escalate complex or unresolved issues to appropriate vendors or third-party support providers when necessary.

System and Infrastructure Maintenance

• Perform setup, configuration, and deployment of new user workstations (PC/Mac).
• Conduct regular preventative maintenance on hardware and software.
• Manage user accounts, permissions, and access rights in accordance with company policy.
• Assist with basic server and network equipment monitoring and maintenance under guidance.
• Ensure all devices are running current operating systems and have up-to-date antivirus and security patches.

Documentation and Training

• Create and maintain clear, user-friendly documentation for common IT procedures and solutions (knowledge base articles).
• Document all troubleshooting steps and resolutions for ticket closure.
• Provide one-on-one or small group training to employees on new technologies or software as needed.

Customer Service and Communication

• Maintain a high degree of customer service, providing prompt, courteous, and professional support to all staff.
• Clearly communicate technical concepts to non-technical users.
• Follow up with end-users to ensure issues are resolved to their satisfaction.

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