IT Helpdesk Analyst

Upper Bay Counseling & Support Services, Inc. (UBCSS) is seeking a proactive, customer-focused IT Help Desk Technician to join our Information Technology team. This position serves as the first point of contact for staff experiencing technical issues and plays a vital role in keeping our organization running smoothly., * Serve as the first point of contact for IT support requests via phone, email, in person, or remote support.

• Troubleshoot and resolve hardware, software, printer, network, and mobile device issues.
• Provide exceptional customer service while assisting employees with technical questions and problems.

Troubleshooting & Issue Resolution

• Diagnose and resolve basic to moderately complex technical issues.
• Guide users through step-by-step solutions using clear, non-technical language.
• Escalate advanced technical issues to senior IT staff when appropriate.

Ticket & Asset Management

• Monitor and manage the IT ticketing system to ensure timely responses.
• Prioritize support requests based on urgency and business impact.
• Document issues, resolutions, and follow-up activities accurately.
• Maintain hardware and software inventory records.
• Assist with software licensing, renewals, and vendor coordination.

Collaboration & Process Improvement

• Work closely with the IT team and other departments to resolve technology issues.
• Maintain technical documentation, user guides, and knowledge base articles.
• Assist with employee training on new technologies and software.
• Recommend improvements to IT support processes and customer service practices.

If you enjoy troubleshooting technology, helping others, and working in a collaborative environment, we’d love to hear from you!, * High school diploma or equivalent

• Basic knowledge of Windows operating systems, Office 365, web browsers, and common computer hardware
• Experience troubleshooting hardware and software issues
• Strong customer service and communication skills
• Ability to explain technical concepts to non-technical users
• Excellent organizational, problem-solving, and time-management skills
• Ability to work independently while contributing to a collaborative team environment, * Associate degree in Information Technology, Computer Science, or related field
• Industry certifications such as CompTIA A+, ITIL, or similar
• Experience supporting desktops, laptops, printers, and other end-user hardware
• Familiarity with IT ticketing systems and remote support tools
• Understanding of networking fundamentals and cloud-based platforms such as Microsoft Office 365 or Google Workspace

Preferred Experience

• One (1) year of Help Desk or technical support experience
• One (1) year of Windows support experience, * Passionate about technology and helping others
• Patient, professional, and customer-focused
• Organized and able to manage multiple priorities
• Strong problem solver with excellent attention to detail
• Eager to learn new technologies and continuously improve

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * Monday-Friday schedule with work-life balance
• Flexible scheduling options
• Opportunity to grow your IT career in a supportive environment
• Collaborative and mission-driven workplace
• Work with a variety of technologies and systems
• Comprehensive benefits package, including:
• Health insurance
• Dental insurance
• Vision insurance
• Paid Time Off