Technical Support Analyst - I

Help Desk Specialist

Overview:
The Help Desk Specialist is responsible for providing technical support and assistance to users via phone, email, or in person. This role involves diagnosing hardware and software issues, resolving technical problems, and ensuring a high level of customer satisfaction. The specialist serves as the first point of contact for IT-related concerns and escalates complex issues to the Network Administration team as needed.

Key Responsibilities:

• Provide technical support for computer systems, software, and hardware issues.
• Respond to user inquiries, diagnose problems, and implement effective solutions.
• Install, modify, and repair computer hardware and software.
• Troubleshoot issues related to LAN, WAN, and other network systems.
• Maintain accurate records of client networks, hardware/software inventories, and configuration updates.
• Set up and manage computer peripherals and user accounts.
• Implement IT best practices and contribute to process improvements.
• Collaborate with network administrators to evaluate and recommend new technologies.
• Ensure customer satisfaction through timely follow-ups and issue resolution.
• Perform additional tasks as assigned.

Qualifications:

• Experience: 2+ years in IT support or network systems troubleshooting.
• Technical Skills:
  • Strong knowledge of Microsoft server and desktop operating systems (Server 2008/2012, Windows 7/8/10).
  • Proficiency in diagnosing and resolving hardware/software issues.
  • Familiarity with networking concepts and tools.
• Certifications: A+, Microsoft Server and Workstation certifications preferred.
• Soft Skills:
  • Strong verbal and written communication skills.
  • Effective problem-solving and analytical abilities.
  • Team-oriented with a commitment to ethical and professional conduct.