Help Desk Analyst

Help Desk AnalystRequired Qualifications & Responsibilities:

• Highly organized individual with strong initiative, judgment, and adaptability in a fast-paced environment.
• Maintain regular communication with Business, MIS teams, and Management regarding system or application outages, tracking their resolution progress and ensuring timely updates.
• Willingness to be mentored by peers and senior professionals in helpdesk, systems, and networking.
• Seamlessly escalate incidents from the Help Desk to Tier II Analysts, Network, Systems, and Technical teams as required.
• Manage new hire onboarding and terminations, including setting up equipment and documentation for adds, moves, and changes.
• Respond promptly to help-desk calls, prioritize multiple service requests, troubleshoot and identify issues efficiently, ensuring customer satisfaction.
• Act as a liaison between help-desk personnel and department users.
• Learn and support network integrity, including managing user accounts, passwords, and network print servers.
• Rotate tape backups for data storage and filing.
• Troubleshoot computer hardware, including printers, PCs, local area networks (LAN), Cat-5/Cat-3 wiring, Layer-3 data switches, and telecom equipment.
• Learn and operate peripheral devices such as printers and scanners.
• Provide hardware support, including minor repairs, configuration, and hardware replacements.
• Work with hardware vendors to identify and resolve system hardware issues.
• Maintain and distribute documentation of IT procedures for end users.
• Apply analytical reasoning to understand user requirements and translate them into functional applications.
• Facilitate meetings and communications between business units, technology teams, and other support resources.