IT Help Desk Analyst

Position Summary:

As the IT Helpdesk Analyst, you will be responsible for being the front line of our IT support, responsible for handling all incoming technical support requests. You will be tasked with logging, tracking, and resolving a wide range of hardware and software issues. Your ability to quickly and effectively troubleshoot problems, provide clear guidance to users, and escalate incidents as needed will be key to ensuring a smooth and efficient workflow for our entire team.

• Incident Management: Answer calls to the Help Desk line and effectively log all vital information into our incident management software. You'll work to resolve issues on the first call whenever possible and accurately document all resolutions.
• Technical Support: Provide first-level support via phone for issues including, but not limited to, new hire logins, password resets, troubleshooting error messages for a wide variety of business applications, and managing temporary account extensions.
• Collaboration & Escalation: Route calls and incidents to other support teams when necessary, ensuring roughly half of the calls are escalated to the appropriate parties. You'll also follow up on assigned tickets to ensure timely and appropriate resolution.
• User Communication: Walk users through common technical tasks and notify the user community of any production outages.
• Availability: Work the required schedule of 11 AM EST - 8 PM EST.

• Experience: 1-2 years of experience in a Help Desk or technical troubleshooting role is required. We are open to candidates who have some IT experience in a different capacity, including recent college graduates.
• Language: Fluency in both English and Spanish is an absolute must.
• Technical Skills: Experience troubleshooting hardware and software is highly preferred. Knowledge of Google Applications or similar software is a plus.
• Certifications: A Microsoft Certified Desktop Support Technician (MCDST) or other additional IT certifications are a plus.
• Customer Service: Prior experience in a customer service role is highly desirable.

• Problem-Solving: Strong analytical and problem-solving skills with a quick-learning ability.
• Reliability: You must be responsible, reliable, and disciplined.
• Adaptability: The ability to handle a fast-paced environment with a high level of attention to detail and be willing to work flexible hours.
• Communication: Excellent written and oral communication skills are essential for this customer-facing role.
• Organization: Strong organizational skills and the ability to prioritize and delegate tasks when appropriate.