IT Help Desk Analyst

Description

We are seeking a motivated and 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 the JRW Commitment. This role will report to the Information Systems Manager.

Responsibilities

• •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.
• •Use approved AI tools to speed up troubleshooting, draft knowledge base articles, and document fixes.

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.
• •Working experience using AI tools (Copilot, ChatGPT, Claude, or similar) for troubleshooting and documentation.

Experience & Education

• •Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• •2-4 years' experience preferred .

JRW Requirements

• •Communicating with others to convey information effectively.
• •Active listening - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• •Judgment and decision making - considering the relative costs and benefits of potential actions to choose the most appropriate one.
• •Critical thinking using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, and approaches to problems.
• •Communicating effectively in writing as appropriate for the needs of the audience.
• •Team participation - ability to successfully interact with coworkers to accomplish team and company goals while building healthy working relationships with them.
• •Exceptional planning & organizational skills.
• •Positive work attitude that is professional, responsive, and welcoming.
• •Demonstrated abilities of resourcefulness, flexibility, thinking with good judgment, initiative, and a strong work ethic.