Help Desk Analyst I

Help Desk Analyst I

We are looking for a dedicated Help Desk Analyst I to join our team in South Jordan, Utah. As part of this long-term contract position, you will provide first-level IT support, resolving technical issues for users through remote and onsite assistance. This role is ideal for individuals with a strong customer service focus and a passion for troubleshooting and problem-solving in a dynamic environment.

Responsibilities:

• Diagnose and resolve basic IT issues involving Microsoft Windows 10, Active Directory, and other hardware or software systems.
• Deliver remote support using ticketing tools like Autotask, providing effective solutions to client workstations.
• Conduct onsite visits to address technical problems that cannot be resolved remotely.
• Respond promptly and professionally to user inquiries, ensuring a high level of customer satisfaction.
• Escalate unresolved or complex issues to higher-tier IT staff for further investigation.
• Maintain detailed documentation of all support cases and resolutions within the ticketing system.
• Assist in educating users on basic troubleshooting steps to enhance their technical understanding.
• Collaborate with team members to ensure seamless IT operations and support delivery.

Requirements:

• Minimum of 1 year of experience in computer troubleshooting or a technical support role.
• Proficiency in Active Directory, Microsoft Windows 10, and general IT troubleshooting.
• Familiarity with Autotask or similar ticketing systems for managing support cases.
• Strong customer service skills with the ability to communicate technical solutions to non-technical users.
• Excellent verbal and written communication abilities for clear and effective interaction.
• Demonstrated ability to remain calm and detail oriented in high-pressure situations.
• A willingness to learn and adapt to new tools, technologies, and processes.
• Strong organizational skills with the ability to multitask and prioritize effectively.