Help Desk Technician

Description

We are seeking a Help Desk Analyst I to provide first-level technical support to end users. This role will be responsible for resolving basic IT issues, managing tickets, and delivering excellent customer service while supporting a Windows 11 environment.

Key Responsibilities

+ Monitor and manage incoming requests through the ticketing system

+ Troubleshoot and resolve software-related issues for end users

+ Perform password resets and assist with account lockouts

+ Provide basic hardware support for desktops, laptops, peripherals, and related equipment

+ Support users in a Windows 11 environment

+ Escalate unresolved technical issues to higher-level support teams as needed

+ Document all support activity, resolutions, and follow-up steps in the ticketing system

+ Deliver professional and timely customer service to internal users

Requirements

+ 1+ year of help desk, desktop support, or technical support experience preferred

+ Experience working with a ticketing system

+ Familiarity with password resets, account administration, and troubleshooting user access issues

+ Basic knowledge of hardware troubleshooting and software support

+ Experience supporting Windows 11

+ Strong communication, problem-solving, and customer service skills

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