Help Desk Analyst

We are seeking a skilled and dedicated Help Desk Analyst to lead our technical support team. The ideal candidate will possess a strong background in IT support and customer service, with a focus on providing exceptional assistance to our users. This role requires effective communication skills, technical expertise, and the ability to manage a team in a fast-paced environment. The position will oversee the daily operations of the help desk, ensuring that all support requests are handled efficiently and effectively.

We are considering both part-time or full-time candidates.

• Provide guidance and support to ensure high‑quality service delivery.
• Oversee the troubleshooting of software and hardware issues across various operating systems including Windows and mobile OS.
• Ensure effective management of IT infrastructure, including computer networking, VPNs, firewalls, and LAN setups.
• Utilize tools such as Ninja
  
  RMM for ticket management and tracking.
• Conduct regular training sessions for staff and clients on technical support best practices and customer service skills.
• Monitor help desk performance metrics to identify areas for improvement and implement necessary changes.
• Maintain documentation of processes, procedures, and knowledge base articles for user reference.
• Act as an escalation point and backup for Tier 1 support.

• Proven experience in technical support or help desk management roles.
• Strong knowledge of computer management principles and IT infrastructure.
• Proficiency in Microsoft 365 applications and software troubleshooting techniques.
• Experience with desktop support tasks including installation, configuration, and maintenance of computer hardware.
• Experience with remediation of account hijacks and ransomware.
• Familiarity with networking concepts such as LAN configurations, VPNs, firewalls, and security protocols.
• Excellent communication skills with a focus on customer service excellence.
• Ability to work collaboratively in a team‑oriented environment while managing multiple priorities effectively.

• CompTIA Network+, A+, Microsoft or similar certification (Required)