IT Helpdesk Analyst
Key Responsibilities:
- Incident Resolution: Diagnose and resolve common Level 1 technical issues, including password resets, VPN access connectivity, email configuration, and basic hardware troubleshooting.
- Asset Lifecycle Management: Assist in the physical inventory, setup, and deployment of new end-user hardware (laptops, monitors) and peripherals for all employees.
- Documentation Knowledge Base: Create and maintain FAQs and troubleshooting documentation to update the IT knowledge base, enabling user self-service and reducing ticket volume.
- Escalation: Effectively triage complex issues and escalate them to senior IT staff to ensure timely resolution.
Qualifications:
- Basic understanding of computer hardware, software, and networking concepts.
- Strong problem-solving skills and a service-oriented mindset.
- Ability to communicate technical steps clearly to non-technical users.
- Eagerness to learn and develop skills within an IT infrastructure environment.
