Helpdesk Analyst

Job Summary:

As a Helpdesk Analyst, you will be the first point of contact for our clients experiencing technical issues. You will provide friendly, professional, and efficient support to ensure quick resolution of IT problems. Your role will involve monitoring and responding to helpdesk tickets, managing backup and disaster recovery solutions, and troubleshooting a variety of IT equipment. You will also be responsible for maintaining accurate documentation and up-to-date IT certifications, as well as providing in-house support and training to colleagues.

Primary Job Responsibilities:

Customer Communication:

• Provide clear, friendly, and professional communication with all customers.
• Establish clear expectations regarding actions and timeframes for resolution.

Helpdesk Ticket Management:

• Monitor and respond to helpdesk tickets received via telephone, email, or remote monitoring tools (Labtech).
• Perform first-level troubleshooting for desktops, email, viruses, servers, and other IT issues.
• Enter and update tickets in the ticket tracking system (Connectwise).
• Escalate complex issues to the appropriate tier or management.
• Ensure timely and accurate ticket closure.

Backup and Disaster Recovery Management:

• Monitor and maintain customer backup and disaster recovery solutions.
• Track customer backups to ensure systems are operational.
• Enter and update tickets related to backup issues in Connectwise.
• Resolve backup issues or escalate as needed.
• Visit customer sites or MCTV for issue resolution when necessary.

Time Management:

• Log work hours, including login/logout and lunch breaks, in the time management system (VTMan).
• Track and enter all time and work details in Connectwise.

IT Equipment Setup and Troubleshooting:

• Set up desktops and other IT equipment.
• Troubleshoot desktops, servers, network printers, and other IT equipment.

Training and Certification:

• Share knowledge and train others.
• Continuously update and maintain approved IT certifications.

Documentation:

• Maintain accurate and up-to-date documentation of all processes and solutions.

In-House Support:

• Provide internal IT support as needed.

Other Duties:

• Perform additional tasks as required by management.

Qualifications:

• High School Diploma required, Associates or Bachelor’s degree preferred.
• 2 years' experience in an IT helpdesk atmosphere.
• Certifications in A+, Network Essentials, or MCSA Desktop preferred.
• Results-oriented with strong, friendly communication skills.

EEO STATEMENT: Our company provides equal employment opportunities to all applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state, or federal laws.