Help Desk Analyst

Polk Street PLKW 3201
5001 W Polk St
Chicago, IL 60644, USA

We are seeking a skilled and customer-focused Help Desk Analyst to join our IT support team. As a Help Desk Analyst, you will be responsible for providing technical assistance and support to our internal employees and external clients. Your expertise in troubleshooting, problem-solving, and communication will be essential in ensuring the smooth operation of our organization's IT systems and services.

• First Point of Contact: Serve as the initial point of contact for all IT-related inquiries, issues, and requests from employees and clients, either via phone, email, or in-person.
• Technical Support: Diagnose and resolve hardware, software, and network issues by providing step-by-step guidance, troubleshooting techniques, and effective problem-solving strategies.
• Issue Tracking: Utilize a ticketing system to log and track all reported issues, ensuring accurate documentation of the problem, resolution steps, and communication history.
• Remote Assistance: Provide remote assistance to end-users by accessing their systems and devices to troubleshoot, configure, and resolve issues.
• Escalation: Escalate complex or unresolved issues to the appropriate technical teams, ensuring timely and efficient problem resolution.
• Software Installation and Updates: Install, update, and configure software applications on user devices, ensuring compliance with company policies and licensing agreements.
• Hardware Setup and Maintenance: Set up and configure computer systems, peripherals, and mobile devices. Perform basic hardware maintenance and coordinate repairs when necessary. Will occasionally involve traveling to other locations.
• Security Awareness: Educate users about IT security best practices, such as password management, data protection, and recognizing potential security threats.
• Other Tasks: Including but not limited to the following: maintaining IT related inventories, packing and sending equipment to other locations, As assigned by IT Management

• Education: High school diploma is required. Relevant college coursework, training courses, and certifications are a plus.
• Technical Proficiency: Strong understanding of MS Windows, Office, and other common software applications. Familiarity with networking concepts, hardware components, and mobile devices. Scripting experience with Power Shell, SQL, Python, etc. is a plus.
• Problem-Solving
  
  Skills:
  
  Ability to analyze, diagnose, and resolve technical issues efficiently. Strong troubleshooting skills and a logical approach to problem-solving.
• Communication: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users in a clear and understandable manner.
• Adaptability: Flexibility to learn new technologies and adapt to evolving IT environments.

Equal Opportunity Employer
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