JR IT Helpdesk Analyst
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Industry ICT / Telecommunication Founded N / A Type N / A Website N / A Address
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Are you passionate about technology and enjoy solving technical challenges that make a real impact on users' day-to-day experience? We are looking for an IT Support Analyst who is customer-focused, proactive, and eager to deliver exceptional IT support across the organization.
What You'll Do
- As an IT Support Analyst, you will provide both onsite and remote technical support, ensuring the optimal performance of IT services, devices, and business-critical applications.
Key Responsibilities
- Provide first and second-level technical support for hardware, software, and end-user devices.
Prepare and configure computers and workstations, including:
- Windows Operating Systems
- BitLocker
- Device Drivers
- Network Configuration
- Microsoft 365
- VPN Solutions
- VoIP Services
- Endpoint Management Tools
- Endpoint Detection & Response (EDR)
- .NET Framework
- Java
- Install and configure software and specialized applications required by business units and client operations.
- Troubleshoot and resolve hardware, software, network, connectivity, electrical, and peripheral device issues.
- Diagnose and resolve complex network incidents using monitoring tools and troubleshooting methodologies based on the OSI Model.
- Manage and maintain IT asset inventories, ensuring proper tracking and assignment of equipment.
- Accurately document, update, and close support tickets within the IT Service Management (ITSM) platform, following established procedures and SLAs.
- Serve as the primary IT Point of Contact for smaller branches, offices, or accounts, ensuring timely resolution of technical needs.
- Provide remote technical support to end users, customers, and executive-level stakeholders through chat, phone, and remote assistance tools.
- Coordinate equipment deployments, relocations, and installations according to business and operational requirements.
What We're Looking For
Technical Qualifications
- Experience providing IT Help Desk, Technical Support, or Service Desk support.
- Strong knowledge of Windows Operating Systems, Microsoft 365, VPNs, and VoIP solutions.
- Experience working with ITSM platforms and ticket management systems.
- Knowledge of endpoint management and cybersecurity tools.
- Understanding of network fundamentals and troubleshooting.
- Experience managing IT assets and equipment inventories.
Soft Skills
- Strong customer service and communication skills.
- Excellent problem-solving and analytical abilities.
- Ability to prioritize tasks in a fast-paced environment.
- Strong attention to detail and sense of ownership.
- Team-oriented mindset with a proactive attitude.
- Ability to communicate effectively with users at all organizational levels, including executives.
Why Join Us?
- Career growth and professional development opportunities.
- Exposure to modern technologies and enterprise environments.
- Collaborative and supportive team culture.
- The opportunity to make a direct impact on employee and customer experience.