Help Desk Analyst

• Answer incoming customer calls and manage trouble tickets.
• Troubleshoot software and hardware issues both in person and via phone.
• Escalate support calls to the supervisor when necessary.
• Install and configure applications and operating system software and upgrades.
• Train end users in the effective use of equipment and software.
• Monitor network and system health to ensure optimal performance.
• Fully track and document all calls and requests.

• Produce service request/problem incident reports and initiate follow-up actions to ensure timely resolution and closeout.

• Track all action items and referrals through to resolution.
• Communicate project status, deliverables, priorities, and contingencies to relevant stakeholders.

• Maintain and seek knowledge about current industry-wide support practices and their potential impact on the support business.

• Stay updated on the latest in desktop and laptop hardware, software applications, and networking systems.

• Maintain flexibility and adaptability to meet the evolving needs of the organization.

In addition to the above responsibilities, this individual is held accountable for all other duties as assigned.

• Proficient in configuring Windows 11, iOS, and MacOS
• Working knowledge of Microsoft Office suite products and antivirus/spam software.
• Experience troubleshooting laptops, desktops, tablets, and printer issues in a LAN/WAN environment.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Effective organizational and time management skills.
• Flexibility to work evening and weekend hours, with on-call availability.
• Ability to lift up to 30 pounds.

Preferred Qualifications

• CompTIA A+ certification
• Bilingual (English/Spanish) is a plus.

Education/Experience Requirements

Preferred 2 Year / associate degree

Degree in Computer Science, MIS, or a related field preferred.

Language Requirements

Preferred English and Spanish

Work Environment Details: Office Setting. Work Schedule: Hybrid Schedule, working 3 days minimum at the office/branch a week.

Physical Demands Demand Frequency

Sedentary - Lifting 0-10 pounds - Occasional

Light Lifting - 10-20 pounds - Occasional

Moderate Lifting - 20 to 50 pounds - Occasional

Heavy Lifting - 50 to 100 pounds - Never, Serve as the first point of contact for technical assistance, delivering a customer-friendly experience to both internal corporate staff and field/in-house customers. The Help Desk Technician provides first-line support by installing, configuring, and troubleshooting operating systems, software applications, desktop, and laptop hardware. This role supports everyday business operations by identifying and resolving end-user issues quickly, ensuring systems remain available and minimizing downtime. The ideal candidate demonstrates strong problem-solving skills, clear and professional communication, and the ability to build positive working relationships while providing technical guidance. A strong working knowledge of desktop and laptop components, application functionality, and network/connectivity fundamentals is essential to effectively diagnose issues and escalate complex problems when necessary.