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Help Desk Analyst

Alpha Baking Co., Inc.

Chicago, IL

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JOB DETAILS
SKILLS
Analysis Skills, Best Practices, Communication Skills, Computer Maintenance, Computer Security, Computer Systems, Corporate Policies, Customer Relations, Documentation, Hardware Administration, Hardware Components, Help Desk, High School Diploma, Identify Issues, Information Technology & Information Systems, Information/Data Security (InfoSec), Inventory Management, License Agreements, Maintain Compliance, Maintenance Services, Management of Information Systems/Technology (MIS), Microsoft Office, Microsoft Windows Operating System, Mobile Devices, Network System Hardware, Peripheral Hardware, Presentation/Verbal Skills, Problem Solving Skills, Python Programming/Scripting Language, SQL (Structured Query Language), Scripting (Scripting Languages), Security Attacks, Software Administration, Software Configuration Management, Software Installation, Systems Administration/Management, Technical Support, Time Management, Willing to Travel, Windows PowerShell, Writing Skills
LOCATION
Chicago, IL
POSTED
1 day ago

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.

Responsibilities:

  1. 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.
  2. Technical Support: Diagnose and resolve hardware, software, and network issues by providing step-by-step guidance, troubleshooting techniques, and effective problem-solving strategies.
  3. Issue Tracking: Utilize a ticketing system to log and track all reported issues, ensuring accurate documentation of the problem, resolution steps, and communication history.
  4. Remote Assistance: Provide remote assistance to end-users by accessing their systems and devices to troubleshoot, configure, and resolve issues.
  5. Escalation: Escalate complex or unresolved issues to the appropriate technical teams, ensuring timely and efficient problem resolution.
  6. Software Installation and Updates: Install, update, and configure software applications on user devices, ensuring compliance with company policies and licensing agreements.
  7. 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.
  8. Security Awareness: Educate users about IT security best practices, such as password management, data protection, and recognizing potential security threats.
  9. 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

Qualifications:

  • 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 PowerShell, 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.

About the Company

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Alpha Baking Co., Inc.