Job Information
iQuasar, LLC Help Desk Analyst in Kent, Washington
A Help Desk Analyst plays a crucial role in providing technical support and assistance to end-users within an organization. They are responsible for resolving IT-related issues, troubleshooting problems, and ensuring a smooth and efficient operation of computer systems and software applications.
Responsibilities:
User Support:
- Provide first-line support to end-users, responding to inquiries and resolving technical issues promptly.
- Assist users with hardware, software, and network problems.
Troubleshooting:
- Diagnose and troubleshoot technical issues through effective problem-solving techniques.
- Escalate complex issues to higher-level support teams when necessary.
Ticket Management:
- Log and manage support requests using a ticketing system.
- Prioritize and categorize tickets based on urgency and impact.
Communication:
- Communicate technical information to non-technical users in a clear and understandable manner.
- Provide regular updates to users on the status of their support requests.
Documentation:
- Maintain accurate records of technical issues and their resolutions.
- Contribute to the development and updating of knowledge base articles.
Hardware and Software Support:
- Install, configure, and troubleshoot hardware components and software applications.
- Guide the proper use of software and applications.
Remote Assistance:
- Offer remote support to users, resolving issues without requiring in-person assistance.
- Utilize remote desktop tools to troubleshoot and resolve problems.
User Training:
- Conduct training sessions or create documentation to educate users on IT best practices.
- Proactively address common user issues through education and awareness.
Collaboration:
- Collaborate with other IT teams to escalate and resolve complex technical issues.
- Provide feedback to improve IT systems and processes.
Security Awareness:
- Assist in enforcing IT security policies and procedures.
- Report and address security incidents or breaches promptly.
Qualifications:
- Associate or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
- Previous experience in a help desk or technical support role is beneficial.
- Strong problem-solving and analytical skills.
- Excellent communication and customer service skills.
- Familiarity with common operating systems, software applications, and hardware components.