Help Desk Analyst

The Help Desk Analyst I is a full-time, entry-level Tier 1 role that serves as the primary point of contact for end users experiencing technical issues with hardware, software, or network connectivity. In this customer-focused position, you will be responsible for taking initial telephone and email inquiries, troubleshooting relatively simple technical problems, and managing support tickets to ensure swift issue resolution. When problems exceed your scope, you will promptly escalate them to Tier III support.

This role not only requires excellent problem-solving, communication, and interpersonal skills but also demands a strong understanding of the IT systems you support. You will also participate in a comprehensive training program—covering industry-recognized certifications and targeted courses—to build your technical foundation and prepare you for long-term growth in IT support.

This full-time Tier 1 role is ideal for individuals eager to launch a career in IT support, gain hands-on experience in a customer-focused environment, and build a robust technical foundation through our comprehensive training program.

DUTIES AND RESPONSIBILITIES: This job description is not intended, nor should it be construed, to be an all-inclusive list of responsibilities, duties, skills, or working conditions associated with the job. It is intended to be a general description of the essential duties and requirements common to positions of this type and may be subject to change. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Respond to support requests via phone, email, and chat with clear, courteous communication.
• Triage and diagnose common technical issues related to hardware, software, and network connectivity.
• Accurately log incidents in the ticketing system and document troubleshooting steps and resolutions.
• Escalate unresolved or complex issues to higher-level support teams when needed.
• Maintain and update user support documentation and troubleshooting guides.
• Participate in team meetings and training sessions to continuously enhance support processes.
• Work collaboratively with team members to continuously improve support processes and share best practices.

QUALIFICATIONS

• Bachelor’s degree in Informatics, Computer Science, or an IT-related field
• Basic computer literacy with familiarity using common operating systems (e.g., Microsoft Windows, Apple MacOS, Apple iOS, Android).
• Demonstrated ability to quickly learn new software and troubleshooting techniques.
• Strong technical aptitude and a demonstrated interest in technology.
• Proven ability to self-educate and adapt to new tools, technologies, and processes.
• Ability to follow detailed instructions and work collaboratively as part of a team.
• Local position with some remote/hybrid ability, occasional travel
• Current/valid state-issued driver’s license determined by appropriate state requirements required.
• Must possess excellent customer relations skills.
• Possess organizational skills with attention to detail.
• Demonstrate a strong work ethic and be able to work independently and with a team.
• Must be self-motivated and disciplined.

PREFERRED QUALIFICATIONS

• Prior experience in customer service or technical support is an asset.
• Advanced understanding of IT concepts and hardware components.
• Interest in pursuing further certifications and career development in IT support.

SOFT SKILLS & ATTRIBUTES

• Excellent verbal and written communication skills with a strong customer-service orientation.
• Effective problem-solving and critical-thinking abilities to diagnose and resolve issues quickly.
• High attention to detail and accuracy in documenting support interactions.
• Ability to work independently as well as collaboratively in a fast-paced, dynamic environment.
• Willingness to continuously learn and adapt to new technologies and procedures.

TRAINING REQUIREMENTS:

1. Complete HDI’s (A) Knowledge Centered Support Principles (KCSP) & (B) HDI's Desktop Advanced Support Technician (HDI-DAST) certifications.
2. Read Bulletproof Problem Solving and complete associated quizzes
3. Complete Windows 11 Inside Out and complete associated quizzes
4. Complete CompTIA A+ certification
1. If the candidate already has this certification, Complete Windows Server Inside Out: Updated for Windows Server 2025 and complete associated quizzes
5. Complete ITIL 4 Foundation certification
6. Complete CompTIA Security+ certification
7. Read How Computers Really Work and complete associated quizzes
8. Read T-SQL Fundamentals (Chapters 1-10) and complete associated quizzes
9. Read Mastering PowerShell Scripting and complete associated quizzes
1. Upon successful completion of this training requirement, the job title will change to Help Desk Analyst II
10. Read The Practice of System and Network Administration: Volume 1 and complete associated quizzes
11. Complete Associate Google Workspace Administrator certification.
12. Complete IGEL Certified Professional (ICP) certification
13. Complete Jamf Certified Associate certification
14. Read Windows Internals, Part 1 and complete associated quizzes
15. Read Windows Internals, Part 2 and complete associated quizzes
16. Read Networking All-in-One For Dummies and complete associated quizzes
17. Read Learn Wireshark and complete associated quizzes
18. Complete CompTIA Network+ certification
1. Upon successful completion of this training requirement, the job title will change to Help Desk Analyst III

Deadline to apply: February 13th at 5pm