Help Desk Analyst

We are seeking a dependable, customer-focused Help Desk Analyst to join our technical support team. In this role, you will serve as the initial point of contact for end users, delivering prompt technical assistance via phone and email. You will troubleshoot computer hardware and software issues, manage incident tickets within ServiceNow, escalate complex matters to senior engineering staff, and assist with on-site IT operations and equipment maintenance., * Promptly answer incoming help desk phone calls and monitor support email queues.

• Log, categorize, and track all user requests and issues by creating tickets in ServiceNow.
• Troubleshoot, diagnose, and perform hands-on hardware repairs and component replacements on desktop and laptop computers.
• Deploy, install, configure, and update standard software applications and operating system patches.
• Escalate advanced technical issues to senior tier support by routing ServiceNow incidents to the appropriate teams.
• Assist senior technical staff with operational tasks, including data gathering, running administrative reports, and physical distribution of reports.
• Support data center and workspace maintenance, including cable management, hardware moves, racking equipment, and keeping technical work areas organized.

• 3+ years of experience providing technical support in an IT Help Desk or Service Desk environment.
• 3+ years of hands-on experience troubleshooting, repairing, and maintaining desktop/laptop hardware and peripherals.
• 3+ years of experience installing, configuring, and updating end-user software and operating systems.
• Practical working experience with IT service management (ITSM) ticketing systems (ServiceNow preferred).
• Demonstrated ability to manage call queues, respond to email inquiries promptly, and provide exceptional customer service.
• Physical capability to lift, move, and rack IT equipment, manage cabling, and perform hands-on equipment setups.
• Excellent verbal and written communication skills with strong attention to detail.
• Must be legally authorized to work in the United States and able to comply with strict equipment security and location policies (all equipment must remain within the continental United States).

Required / Desired Skills

• Promptly answer help desk phone (Required 3 Years)
• Promptly respond to help desk emails (Required 3 Years)
• Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource (Required 3 Years)
• Perform computer repairs, as needed (Required 3 Years)
• Install software/updates on computers as needed (Required 3 Years)
• Assist senior technical staff as requested with lower level job tasks such as acquiring data and running reports (Required 3 Years)
• Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery (Required 1 Years)
• Create ServiceNow incidents for all phone and email requests (Required 1 Years)
• Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment (Required 1 Years)