Help Desk Analyst

Job Description

Job Description

In this long-term contract position, you will provide essential support to ensure the smooth operation of our systems and services. This role requires excellent organizational skills, attention to detail, and a proactive approach to problem-solving.

Responsibilities :

• Monitor a shared support inbox, ensuring inquiries are routed to the appropriate channels for resolution.
• Update and manage ticket statuses while maintaining accurate and complete records.
• Communicate routine updates, schedule confirmations, and other messages to customers in a clear and precise manner.
• Assist with shipping coordination, intake processes, and light inventory tracking to support operational efficiency.
• Identify recurring or high-volume issues and escalate them to Level 2 Technicians or Solutions Engineers as needed.
• Evaluate administrative tasks for potential streamlining or automation, documenting ideas for review with the IT team and Associate Support Director.
• Maintain compliance with established processes and ensure documentation is thorough and up to date.
• Possess a high school diploma or equivalent.
• Demonstrate strong technical aptitude and proficiency with computers.
• Show initiative in managing workload, following up on open items, and maintaining clear communication loops.
• Have experience with ticketing systems or similar platforms.
• Exhibit excellent organizational skills and attention to detail.
• Communicate effectively both in writing and verbally.
• Display the ability to adhere to established processes and produce accurate documentation.
• Familiarity with tools such as Active Directory, Windows 10, and basic troubleshooting techniques.