Help Desk Analyst III

Job Title: IT Support Specialist

Overview:

We are seeking a skilled IT Support Specialist to join our team. The ideal candidate will have a strong background in providing help desk support, system administration tasks, possess basic networking knowledge, and proficiency in utilizing Windows operating systems and Active Directory.

Responsibilities:

1. Help Desk Support:

- Provide first-line technical support to end-users via phone, email, or in-person.

- Diagnose and troubleshoot hardware, software, and network-related issues promptly and effectively.

- Escalate complex technical problems to the appropriate IT personnel for resolution.

- Ensure timely resolution of support tickets while maintaining excellent customer service.

2. System Administration:

- Manage and maintain user accounts, permissions, and access rights using Active Directory.

- Install, configure, and maintain Windows operating systems and software applications.

- Perform routine system updates, patches, and backups to ensure data integrity and system reliability.

- Monitor system performance and security, identifying and addressing potential vulnerabilities.

3. Basic Network Knowledge:

- Assist in the setup, configuration, and troubleshooting of network infrastructure components such as routers, switches, and firewalls.

- Understand and implement basic networking protocols (TCP/IP, DNS, DHCP) to troubleshoot network connectivity issues.

- Collaborate with network engineers to optimize network performance and ensure seamless connectivity.

4. Documentation and Reporting:

- Maintain accurate records of all support activities, including resolutions, troubleshooting steps, and system configurations.

- Generate regular reports on help desk metrics, system performance, and incident trends for management review.

- Update knowledge base articles and user guides to facilitate self-service support options for end-users.

5. User Training and Support:

- Conduct user training sessions on software applications, system usage best practices, and cybersecurity awareness.

- Provide onboarding support for new employees, including setting up workstations and user accounts.

- Offer proactive guidance to end-users on IT-related queries and solutions.

Qualifications:

- Bachelor’s degree in Computer Science, Information Technology, or related field preferred.

- Proven experience (X years) in IT support roles, with a focus on help desk and system administration tasks.

- Strong knowledge of Windows operating systems (Windows 10, Windows Server) and Active Directory administration.

- Basic understanding of networking concepts and protocols.

- Excellent problem-solving skills and the ability to prioritize tasks in a fast-paced environment.

- Effective communication skills, both verbal and written, with a customer-oriented approach.

- Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.