IT Help Desk Analyst

Join our dynamic team as an IT Help Desk Analyst, where you’ll be at the forefront of providing exceptional technical support to ensure seamless IT operations across our organization. In this energized role, you’ll troubleshoot hardware and software issues, assist users with operating systems and applications, and manage help desk tickets efficiently. Your proactive approach will help maintain a robust IT infrastructure, enhance user satisfaction, and keep our technology running smoothly. This paid position offers an exciting opportunity to develop your skills in a fast-paced environment dedicated to innovation and excellence., * Provide technical support for desktop computers, laptops, mobile devices, printers, and other hardware equipment.

• Troubleshoot and resolve issues related to Windows, macOS, Linux operating systems, and network connectivity including LAN, VPN, firewall configurations, and TCP/IP protocols.
• Manage help desk tickets using systems like ServiceNow, Jira, or BMC Remedy to track issues from initiation to resolution.
• Support Active Directory management tasks such as user account creation, password resets, GPO (Group Policy Object) configurations, and Active Directory troubleshooting.
• Assist with network troubleshooting involving DNS, TCP/IP settings, LAN/WAN connectivity, and network administration tools like Meraki or Cisco switches.
• Conduct software troubleshooting for applications including Microsoft Office suite and specialized enterprise software.
• Support IT infrastructure components such as Windows Server environments and Microsoft SCCM for software deployment and updates.
• Collaborate with team members on equipment troubleshooting, hardware support, and computer management tasks to ensure optimal performance.
• Maintain clear communication with users by providing customer service that is professional, empathetic, and solution-oriented.
• Assist in the setup and configuration of new hardware devices and operating systems while adhering to security protocols such as Active Directory policies.
• Support remote users through VPN connections and troubleshoot connectivity issues related to remote access solutions like Firewalls or BMC Remedy.

• Proven experience in technical support or help desk roles within a fast-paced environment.
• Strong knowledge of Windows (including Windows Server), macOS, Linux operating systems, and mobile device management.
• Hands-on experience with help desk ticketing systems such as ServiceNow or Jira is highly preferred.
• Familiarity with computer networking concepts including LAN/WAN setup, DNS management, TCP/IP protocols, VPNs, firewalls (e.g., Meraki), and network troubleshooting techniques.
• Demonstrated ability to troubleshoot hardware components like computer hardware peripherals and enterprise equipment effectively.
• Experience supporting Active Directory management tasks such as user account provisioning and GPO configurations.
• Knowledge of IT infrastructure components including SCCM for software deployment and Microsoft Windows Server environments is advantageous.
• Excellent communication skills with a focus on customer service excellence; ability to explain technical issues clearly to non-technical users.
• Analytical skills necessary for diagnosing complex technical problems quickly and accurately while maintaining a positive attitude under pressure.

$35 - $45 an hour - Temporary, Part-time, Contract