Help Desk Analyst

Duties and Responsibilities

• Answer incoming customer calls and manage trouble tickets.
• Troubleshoot software and hardware issues both in person and via phone.
• Escalate support calls to the supervisor when necessary.
• Install and configure applications and operating system software and upgrades.
• Train end users in the effective use of equipment and software.
• Maintain and seek knowledge about current industry-wide support practices and their potential impact on the support business.
• Stay updated on the latest in desktop and laptop hardware, software applications, and networking systems.
• Monitor network and system health to ensure optimal performance.
• Fully track and document all calls and requests.
• Produce service request/problem incident reports and initiate follow-up actions to ensure timely resolution and closeout.
• Track all action items and referrals through to resolution.
• Communicate project status, deliverables, priorities, and contingencies to relevant stakeholders.

Required Qualifications

• Proficient in configuring Windows 11, iOS, and MacOS.
• Working knowledge of Microsoft Office suite products and antivirus/spam software.
• Experience troubleshooting laptops, desktops, tablets, and printer issues in a LAN/WAN environment.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Effective organizational and time management skills.
• Flexibility to work evening and weekend hours, with on-call availability.
• Ability to lift up to 30 pounds.

Preferred Qualifications

• CompTIA A+ certification.
• Bilingual (English/Spanish) is a plus.

Education/Experience Requirements

• Preferred 2 Year / associate degree.
• Preferred Degree in Computer Science, MIS, or a related field.

Work Environment Details

Office Setting.

Work Schedule: Hybrid Schedule, working 3 days minimum at the office/branch a week.

Physical Demands

• Sedentary – Lifting 0-10 pounds - Occasional
• Light Lifting – 10-20 pounds - Occasional
• Moderate Lifting – 20 to 50 pounds - Occasional
• Heavy Lifting – 50 to 100 pounds - Never
• Pulling/Pushing, Carrying - Occasional
• Reaching or working above shoulder - Occasional
• Walking - Occasional
• Standing - Occasional
• Sitting - Constant
• Stooping - Never
• Kneeling - Never
• Repeated Bending - Never
• Climbing - Never
• Desk Work/Computer use/Telephone use - Constant
• Operating a motor vehicle - Never
• Operating warehouse equipment, forklift, baseloid lift etc - Never
• Other – Talk, Drive, visit customers etc. - Never

EEO Statement

Watsco and its subsidiaries are an Equal Opportunity Employer and do not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications and competence.