Help Desk Analyst - Remote - Tues - sat 7 - 4pm PST - Remote Eligible

Help Desk Analyst

Reports to: Help Desk Manager

Location: Remote

Days/Hours of Work: Tues - Sat 7-4pm PST, nights and weekends as needed.

Job Summary

The Help Desk Analyst is responsible for providing technical support to end-users by troubleshooting and resolving technical issues. This individual serves as the first point of contact for end-users who have IT related problems for Quest and our customers, to deliver exceptional customer service while resolving technical issues in a timely and efficient manner. Strong soft skills and customer service abilities are essential to effectively communicate with end-users, through calls and other communication channels, and ensure a positive experience.

Essential Responsibilities and Accountabilities

• Responds to end-user inquiries via phone, email or chat and provides technical support for hardware, software, and network-related issues with a focus on strong soft skills and excellent customer service.
• Answers calls from call queue, ensuring prompt call answer times and first call resolution aligned with KPI standards.
• Diagnoses and resolves technical problems, including desktop/laptop issues, software application errors, printer and network connectivity problems, or other IT related incidents, while maintaining a customer-oriented mindset.
• Documents and tracks all support activities in a ticket system, including time recording, issue identification, resolution steps, and follow-up communication, with clear and concise communication with end users.
• Escalates issues to appropriate supervisor for ticket reassignments to appropriate technical teams or higher-level support in a timely manner.
• Installs, configures, and maintains hardware, software, and peripherals, including desktops, laptops, printers, and other IT equipment.
• Supports user account administration, account resets, maintaining security groups, and adds/moves/changes.
• Collaborates with other IT team members and internal teams to identify and implement solutions to recurring technical problems to maintain positive relationships with end users.
• Provides end user training on various software applications, tools, and best practices.

Job Specifications - Knowledge & Skills

• 2 years of experience in a Help Desk position, with relevant certifications or technical training in IT.
• Proven experience in providing technical support to end-users, either in person or remotely, in a professional setting, with a strong emphasis on soft skills and customer service.
• Strong knowledge of Windows and/or Mac operating systems, Microsoft Office Suite, and common application software.
• Basic understanding of Microsoft domain concepts.
• Familiar with network concepts, hardware components, and troubleshooting techniques.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users in a clear and concise manner.
• Strong critical thinking skills and ability to work both independently and part of a team in a fast-paced environment.
• Ability to clearly document and articulate technical issues within the company ticketing systems.
• Must be dependable, self-motivated and demonstrate a willingness to learn.
• Ability to function in a 24/7 operation and work flexible schedule on weekdays and weekends as required.
• Travel may be required for this position.
• Enjoys a challenging yet rewarding environment.

Working Conditions / Environment & Physical Demands

• Required to work in an office environment with moderate noise and moderate temperatures.
• May be required to work off hours, weekends, and holidays as scheduled.
• Incumbents may be asked to perform other duties as required.
• Sit for long periods of time.
• May lift/carry/push/pull up to 50 pounds.
• May require minimal walking, climbing, stooping, crouching, and/or bending.
• These positions may be expected to work varying shifts and hours to ensure successful operation of activities in the organization.
• Position may require Travel to customer and Quest locations.

The information above describes the general nature of the position and serves as a summary of the typical job functions. It is not a comprehensive list of all possible job responsibilities, tasks, or duties.

Wages and Benefits:

• Full time
• Hourly wage $25 - $35

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. Equal Opportunity Employer – Minorities, Women, Disabled and Veterans are encouraged to apply.

Quest is a worldwide leader in technology management offering a portfolio of professional, cloud, and managed services.