Helpdesk Analyst

Primary Responsibilities

• Monitor events, incidents, and service requests related to IT systems, infrastructure, and services.
• Act as the primary liaison between customers and IT departments to ensure service requests and incidents are documented, resolved, or escalated appropriately.
• Field helpdesk inquiries via phone, email, and in person while providing excellent customer service.
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues for desktop, tablet and mobile devices.
• Perform hands-on fixes, including installing and upgrading software, setting up hardware, and configuring systems in accordance with established guidelines.
• Set up new employee equipment, including hardware installation, operating system setup, and application access.
• Manage employee onboarding and offboarding processes, including system activations, deactivations, and documentation updates.
• Apply diagnostic tools, software updates, and online resources to aid in problem resolution.
• Conduct preventive maintenance, including cleaning and inspecting workstations, printers, and peripherals.
• Escalate advanced issues to appropriate technicians or departments and provide periodic follow-ups to ensure resolution.
• Develop and maintain technical documentation, knowledge base articles, and FAQ resources for end-user support.
• Assist with new hire onboarding by setting up standard hardware, software, and account configurations.
• Perform routine workstation and software updates to maintain optimal system functionality.
• Adhere to established helpdesk policies, procedures, and service standards.
• Perform additional duties as assigned to support the IT department’s objectives.

Position Requirements

• Bachelor's Degree (B. A. / B. S.) from four-year college or university; or 1-year related experience and/or training; or equivalent combination of education and experience.
• Microsoft Office Suite and Adobe programs
• Experienced in integrating Power Apps with Microsoft services (SharePoint, Teams, Azure, Dynamics 365) and third-party APIs.