Job Openings Help Desk Analyst

About the job Help Desk Analyst


Our Client seeks a motivated, customer-oriented IT Help Desk Analyst to join our dynamic IT support team. The ideal candidate will possess strong problem-solving skills, exceptional communication abilities, and a passion for providing high-quality technical assistance to our internal users. As an IT Help Desk Analyst, you will play a pivotal role in ensuring the smooth operation of our organization's technology infrastructure, contributing to an excellent end-user experience, and helping the team deliver our clients' Commitment. This role will report to the Information Systems Manager.


  • Provide first-level technical support to end-users in-person or via phone/e-mail/chat, diagnosing and resolving hardware, software, and network-related issues.

  • Guide users through troubleshooting steps, providing clear and concise instructions to resolve common technical problems.

  • Maintain a thorough understanding of the organization's technology environment, including software applications, network infrastructure, and security protocols.

  • Utilize remote desktop tools to troubleshoot and resolve problems on users' devices.

  • Document and track user requests, incidents, and resolutions in the help desk ticketing system, ensuring accurate and timely record-keeping.

  • Collaborate with IT team members to escalate complex issues to appropriate departments or higher-level support teams.

  • Assist in the setup, configuration, and deployment of desktops, laptops, mobile devices, and peripherals.

  • Educate users on basic technical tasks, such as software installations, password resets, and account setup.

  • Monitor and maintain IT equipment inventory, ensuring that hardware and software assets are properly tracked and managed.

  • Contribute to the creation and maintenance of user-facing documentation, knowledge base articles, and self-help resources.

  • Identify trends in user-reported issues and proactively propose solutions to improve IT services and reduce recurring problems.

  • Participate in IT projects, upgrades, and system maintenance as required, providing technical expertise and support.

Role Specific Requirements

  • Strong technical aptitude and a genuine interest in troubleshooting and problem-solving.

  • Excellent interpersonal and communication skills, both written and verbal.

  • Customer-focused approach with a commitment to delivering exceptional user support.

  • Familiarity with standard operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, Trello, M365 Admin, Zendesk, etc.).

  • Basic understanding of networking concepts and protocols.

  • Experience with help desk ticketing systems and remote support tools is a plus.

  • IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications are advantageous.

  • The ability to multi-task and prioritize activities.

  • The ability to learn concepts and software platforms quickly.

  • Ability to troubleshoot software issues and determine root causes.

Experience & Education

  • Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.

  • 2-4 years experience preferred.