Help Desk Analyst

Job Description

Job Description

We are looking for skilled Help Desk Analysts to join our team. In this long-term contract role, you will provide essential technical support during an extensive infrastructure upgrade. This position offers an excellent opportunity to utilize your IT expertise while contributing to a major transformation project.

Responsibilities :

• Deliver remote technical support for pre- and post-validation of IT equipment as part of a nationwide infrastructure upgrade.
• Collaborate with team members to ensure successful implementation of switch upgrades across multiple locations.
• Manage incoming technical issues, document resolutions, and escalate complex cases when necessary.
• Ensure accurate and thorough documentation for all service desk tickets and technical tasks.
• Communicate effectively with users and team leads to provide updates and resolve issues promptly.
• Apply basic troubleshooting techniques to identify and address hardware and software challenges.
• Participate in regular team meetings to discuss progress and address any operational concerns.
• Follow established protocols to maintain consistency and quality in service delivery.
• Support team leads in managing workflows and prioritizing tasks efficiently.
• Proven experience in IT Help Desk or Technical Support roles.
• Familiarity with Active Directory and Microsoft Windows 10.
• Strong troubleshooting skills for resolving hardware and software issues.
• Ability to manage service desk tickets and maintain detailed documentation.
• Excellent communication skills for interacting with users and team members.
• Prior experience in a call center or remote support environment is a plus.
• Detail-oriented with the ability to follow established procedures.
• Availability to work flexible shifts, including weekends, as needed.