About the Job

Duration: Long Term
Job Summary:

The Helpdesk / IT Support Analyst provides advanced technical support for incidents and service requests requiring deeper technical investigation. This role focuses on troubleshooting complex issues involving operating systems, applications, endpoint devices, and basic network services, while ensuring timely resolution, root cause analysis, and high user satisfaction. also contributes to knowledge management, and process improvement.


Responsibilities:

Advanced Technical Support
Resolve incidents related to operating systems, applications, endpoint devices, and user environments
Perform in‑depth troubleshooting of hardware, software, and connectivity issues
Use structured problem‑solving techniques to identify root causes and implement permanent fixes
Support remote and on‑site troubleshooting using diagnostic and remote access tools
Incident, Request & Problem Management
Take ownership of escalated tickets and manage them through to resolution
Prioritize issues based on impact, urgency, and service level agreements (SLAs)
Escalate unresolved or systemic issues to engineering teams or vendors with clear documentation
Participate in problem management activities, including trend analysis and recurring issue reduction
Endpoint, Account & Platform Support
Support user account administration (e.g., Active Directory / cloud directory tasks beyond basic resets)
Assist with software deployment, patching, and configuration for desktops and laptops
Troubleshoot issues related to email, collaboration platforms, VPN, and authentication services
Support onboarding, offboarding, and device refresh activities
Documentation & Knowledge Management
Create, update, and maintain knowledge base articles and troubleshooting guides
Document resolutions, workarounds, and known errors for reuse
Contribute to standard operating procedures (SOPs) and support runbooks
Collaboration & Continuous Improvement
Work closely with infrastructure and security teams to resolve complex incidents
Identify opportunities to improve support processes, tools, and automation
Participate in after‑action reviews and service improvement initiatives
Customer Communication
Communicate clearly and professionally with users, including non‑technical stakeholders
Provide regular updates on incident status and expected resolution timelines
Maintain a strong customer‑service mindset while handling high‑impact issues
Required Skills:
Technical Skills:
Strong knowledge of Windows and/or macOS operating systems
Experience troubleshooting desktop applications, email systems, and collaboration tools
Working knowledge of directory services, device management, and endpoint security tools
Basic to intermediate networking knowledge (DNS, DHCP, VPN, Wi‑Fi, TCP/IP concepts)
Experience with ITSM / ticketing systems and structured incident management
Soft Skills:

Strong analytical and problem‑solving abilities
Clear written and verbal communication skills
Ability to manage multiple tickets and priorities simultaneously
Attention to detail and strong documentation habits
Willingness to mentor and support junior support staff
Education and Experience:

Associate or bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
2–5 years of experience in IT support or service desk roles

Required Skills

• Windows
• MAC
• ITSM