Support Desk Analyst

Role Overview<\/b>
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The Help Desk Representative serves as the first point of contact for end users seeking technical assistance. This role is responsible for providing timely, accurate, and customer -focused support for IT -related incidents and service requests, including hardware, software, application access, and basic network connectivity issues. The Help Desk Representative plays a critical role in maintaining productivity, minimizing downtime, and delivering a positive end -user experience while adhering to established SLAs, policies, and procedures.
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Key Responsibilities<\/b>
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1. Incident & Service Request Support<\/b>
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• Receive and respond to help desk requests via phone, email, chat, or ticketing system.
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• Diagnose and resolve Tier 1 technical issues related to desktops, laptops, printers, peripherals, and standard business applications.
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• Perform password resets, account unlocks, and access troubleshooting.
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• Escalate unresolved or complex issues to Tier 2/3 support teams following defined procedures.
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  2. Customer Service & Communication<\/b>
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  • Provide professional, courteous, and empathetic support to all users.
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  • Clearly communicate issue status, resolution steps, and expected timelines.
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  • Maintain a calm and helpful demeanor in high -pressure or time -sensitive situations.
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    3. Technical Troubleshooting<\/b>
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    • Troubleshoot operating system issues (Windows/macOS), basic networking (Wi -Fi, VPN, connectivity), and common software problems.
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    • Support email, collaboration tools, and remote access technologies.
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    • Assist with device setup, onboarding, and basic configuration tasks.
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      4. Ticket Documentation & Quality<\/b>
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      • Accurately document all incidents, requests, troubleshooting steps, and resolutions in the ticketing system.
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      • Ensure tickets meet quality standards for completeness and clarity.
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      • Identify recurring issues and contribute to knowledge base articles or process improvements.
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        5. Compliance & Security Awareness<\/b>
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        • Follow organizational security policies and best practices.
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        • Handle user credentials and sensitive information appropriately.
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        • Comply with applicable regulatory requirements (e.g., HIPAA in healthcare environments).
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          Requirements<\/h3>

          Required Skills & Qualifications<\/b>
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          • 1–3 years of experience in a help desk, service desk, or technical support role.
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          • Basic knowledge of Windows and/or macOS operating systems.
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          • Familiarity with common IT tools, ticketing systems (ServiceNow, Remedy, Cherwell, Zendesk, etc.), and remote support software.
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          • Strong problem -solving and troubleshooting skills.
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          • Excellent verbal and written communication skills.
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          • Customer -service mindset with attention to detail.
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            Preferred Qualifications<\/b>
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            • Experience supporting healthcare, enterprise, or managed services environments.
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            • Familiarity with ITIL concepts and SLA -driven support models.
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            • Exposure to EHR systems, business applications, or cloud -based tools.
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              Performance Expectations<\/b>
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              • Meet or exceed SLA targets for response and resolution times.
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              • Maintain high ticket documentation accuracy and quality.
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              • Achieve positive customer satisfaction scores.
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              • Demonstrate reliability, professionalism, and continuous improvement.
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