Help Desk/desktop Support Analyst

Job Title

Diagnose, troubleshoot, and perform minor PC hardware repairs (RAM replacement, SSD cloning/replacement, basic troubleshooting, etc.). Assist with software installation, configuration, and routine system maintenance. Support Mac, Windows, and Linux operating systems, including basic configuration, troubleshooting, and user assistance. Communicate technical issues clearly and professionally to users with varying levels of technical expertise. Collaborate with team members to resolve technical problems efficiently. Escalate complex technical issues when appropriate and assist with follow-up and resolution. Cultivate foundational knowledge and strong interest in object-oriented, web-driven development, with exposure to JavaScript, C#, HTML, SQL, and PHP. Stay current with emerging technologies, tools, and best practices through self-learning and on-the-job training.

Job Requirements

Basic hands-on experience with PC hardware repair and troubleshooting. Familiarity with multiple operating systems (Windows, macOS). Strong customer service skills and a positive, professional attitude. Education: High School Diploma or equivalent required. Strong verbal and written communication skills. Enjoys collaborating with others to achieve shared goals. Exceptional organization skills, both professionally and personally. Basic math and computer skills required. Must pass drug and background screenings.

Technical Requirements

Active Directory (AD): Experience managing user accounts, groups, and permissions within Active Directory, including creating, modifying, disabling, and unlocking user accounts. ADUC – Active Directory Users & Computers: Proficiency using the ADUC console for account administration, security group management, and organizational unit navigation. Microsoft Windows 10: Strong understanding of Windows 10 setup, configuration, troubleshooting, and user support. Microsoft Windows (General): Broad knowledge of Windows operating system environments, system settings, updates, user profiles, and core administrative tools. Basic Troubleshooting: Ability to diagnose and resolve common hardware, software, and connectivity issues through logical, step-by-step problem-solving. Service Desk Ticketing Systems: Experience working with ticketing platforms to log, track, prioritize, and resolve user issues according to SLAs. Linux: Basic familiarity with Linux environments, including user support, navigation, and simple troubleshooting tasks. Mac OS / Mac Computers: Ability to support Mac operating systems and Apple hardware, including basic configuration, software installation, and troubleshooting.