Help Desk Analyst II
Job Description
Description
As a Help Desk II professional, you will be responsible for providing technical support to end-users on a variety of computer-related issues. You will work closely with the IT team to resolve hardware and software issues, provide user training, and perform system maintenance. You will be expected to have strong communication and problem-solving skills to provide effective solutions to end-users.
Duties and Responsibilities:
+ Respond to and resolve technical support requests from end-users via phone, email, or in-person
+ Troubleshoot hardware and software issues on desktops, laptops, mobile devices, and printers
+ Install and configure software applications for end-users
+ Train end-users on the use of hardware and software applications
+ Escalate complex issues to the IT team or vendors for resolution
+ Monitor and maintain computer systems and peripherals
+ Maintain accurate documentation of support requests and resolutions
+ Provide excellent customer service to end-users
Requirements
Qualifications:
+ Bachelor’s degree in Information Technology or a related field or equivalent experience
+ 2+ years of experience in technical support or help desk role
+ Strong understanding of Microsoft Windows and MacOS operating systems
+ Experience with Microsoft Office Suite, Active Directory, and remote support tools
+ Familiarity with computer hardware components and peripherals
+ Excellent communication and problem-solving skills
+ Ability to work independently and as part of a team
+ ITIL or Help Desk Institute (HDI) certification a plus
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