Help Desk Analyst

Provides remote technical support for users experiencing computer, network, software, and peripheral issues. Delivers customer-focused assistance through telephone and chat while maintaining service quality, accurate documentation, and timely issue resolution. Works independently with minimal supervision and follows established knowledgebase procedures.

Responsibilities

• Provide remote technical support, diagnostics, and troubleshooting for computers, network services, and related peripherals.
• Assist users through telephone and chat support channels.
• Provide end-user support and training for software applications and internally developed tools.
• Manage and update service tickets, including case status and resolution details.
• Prepare metric reports and provide status updates to management.
• Develop, document, implement, and audit standard operating procedures and customer service guidelines.
• Support knowledge article creation and maintenance.
• Serve as a subject matter expert for critical business functions and services.
• Contribute to service quality, productivity, and customer satisfaction goals.
• Provide guidance and support related to security, governance, and risk management functions.
• Perform other duties as assigned.

• Associate degree or equivalent experience preferred.
• One to two years of service desk experience, preferably in a high-volume call center environment.
• Knowledge of Active Directory, Microsoft Exchange Admin Center, Azure, and ServiceNow.
• Basic knowledge of Microsoft Office 365 applications and troubleshooting techniques.
• Experience supporting Windows 11 environments.
• Strong customer service and communication skills.

Skill

• Customer service
• Active Directory and Microsoft Exchange
• Windows 11 support
• Microsoft Office 365 troubleshooting
• Service desk ticket management
• Technical diagnosis and problem resolution
• Remote user support through telephone and chat
• Mac OS support preferred, * Ability to troubleshoot technical issues in an advanced network environment.
• Ability to support local and remote users with professionalism and accountability.
• Ability to manage varied and moderately complex tasks.
• Ability to follow documented procedures and implement established solutions.
• Ability to create clear documentation, reports, and knowledge articles.
• Ability to meet quality, productivity, timeliness, and customer satisfaction standards.