IT Help Desk Analyst

Key Responsibilities

• Answer incoming help desk calls, emails, and tickets from end users, accurately logging details about the issue and user information.
• Effectively prioritize and triage incoming requests based on urgency and impact on business operations.
• Troubleshoot common hardware and software issues related to desktops, laptops, peripherals, and applications.
• Perform initial diagnosis and attempt to resolve issues at the first point of contact.
• Perform additional duties and responsibilities as assigned by the Director of Information Technology to support departmental objectives and organizational priorities.
• Participate in an off-hours on-call support rotation, providing timely response and resolution for after-hours incidents and critical system issues as needed.
• Perform other related duties as assigned.

Problem Resolution

• Utilize diagnostic tools and troubleshooting techniques to identify the root cause of technical problems.
• Provide clear instructions and guidance to users to resolve issues, remotely when possible.
• Perform hands-on desktop support, including hardware replacements, software installations, and configuration changes.
• Escalate complex issues to higher-level technical support when necessary.

Documentation And Tracking

• Maintain detailed records of all support tickets within the help desk ticketing system, including steps taken, resolutions, and relevant user information.
• Update ticket status and keep users informed about progress on their issues.
• Analyze trends and patterns in support requests to identify potential systemic problems and proactively address them.

User Support

• Provide basic training and guidance to users on new software applications and system updates.
• Communicate clearly and patiently with users, explaining technical concepts in layman's terms.
• Build positive relationships with end users to foster trust and cooperation.

Help Desk System Administration & Management

• Administer and maintain the IT help desk ticketing system, ensuring all incidents and service requests are accurately logged, categorized, and prioritized.
• Define, implement, and enforce ticket management standards, including SLA adherence, response times, and resolution targets.
• Monitor ticket queues to ensure timely assignment, follow-up, and closure of support requests.
• Develop and maintain ticket workflows, categories, and automation rules to improve efficiency and consistency of support operations.
• Generate and analyze help desk metrics and reports (e.g., ticket volume, response time, resolution time, recurring issues) to drive data-informed decision-making.
• Identify trends in support requests and collaborate with IT leadership to implement preventative measures and long-term solutions.
• Maintain and improve the knowledge base by documenting common issues, solutions, and support procedures for both IT staff and end users.
• Ensure proper escalation paths are defined and followed for complex or high-impact issues.
• Continuously evaluate and recommend improvements to help desk tools, processes, and user experience.

Technical Skills Required

• Proficient knowledge of Windows operating systems, Microsoft Office Suite, and common desktop applications.
• Basic understanding of networking concepts, including TCP/IP, Active Directory, Microsoft 365.
• Familiarity with hardware troubleshooting techniques for desktops, printers, and peripherals.
• Experience with help desk ticketing systems.

Soft Skills

• Excellent customer service skills and ability to interact professionally with users at all levels.
• Strong communication skills, both verbal and written, to clearly explain technical issues and solutions.
• Problem-solving abilities with a logical approach to troubleshooting.
• Able to prioritize tasks and manage time effectively.

Education And Experience

• Bachelor’s degree in computer science or related field of study and/or equivalent years of experience.

Physical Requirements

• Must be able to lift 15 to 25 pounds at times.
• Prolonged periods sitting at a desk and working on a computer.