Help Desk Analyst

The Help Desk Analyst provides first-level technical support to computer users throughout the organization. This position is responsible for investigating, diagnosing, and resolving routine software, hardware, networking, and other computer-related issues.

This is a night-shift position with scheduled hours from 11:00 p.m. to 8:00 a.m. Candidates must be available and willing to work this overnight schedule., * Answer, evaluate, and prioritize incoming requests for technical assistance received by telephone, voicemail, email, and in person.

• Provide support to users experiencing hardware, software, networking, and other technology-related issues.
• Gather relevant information about reported problems and guide users through diagnostic procedures to identify the source of the issue.
• Determine whether technical problems are related to hardware components such as modems, printers, cables, telephones, or other equipment.
• Perform problem recognition, research, isolation, resolution, and follow-up for routine user issues.
• Escalate complex or unresolved problems to a supervisor or the appropriate technical support team.
• Document technical issues, troubleshooting steps, and resolutions accurately and thoroughly.
• Communicate professionally with users and provide timely updates regarding the status of their requests.

Work Schedule

• Night shift: 11:00 p.m. to 8:00 a.m.
• Candidates must be able to consistently work the overnight schedule.
• Weekend and holiday availability may be required based on departmental and operational needs.

• Five years of general information technology experience.
• Three years of specific experience providing customer or technical support.
• Ability to manage multiple assignments and priorities simultaneously.
• Ability to communicate tactfully and professionally, both verbally and in writing, with department leaders, managers, coworkers, users, and vendors.
• Strong problem-solving, customer service, and interpersonal skills.
• Working knowledge of computers, internet-based systems, and automated applications.
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word., Bachelor’s degree in Computer Science, Information Technology, or a related field from an accredited college or university, or the international equivalent, preferred.