About the Role
We are looking for a Junior Help Desk Analyst to join our IT team. In this role, you will provide on-site and remote technical support, ensuring the optimal performance of hardware, software, and IT services across the organization. You will act as a key point of contact for users, troubleshooting technical issues, managing IT assets, and delivering an excellent support experience.
Key Responsibilities
Provide on-site and remote technical support for hardware, software, and IT infrastructure.
Install, configure, and maintain operating systems, drivers, Office 365, VPNs, VoIP solutions, and endpoint management tools.
Prepare and deploy computers with required business and security configurations, including BitLocker, Endpoint Detection & Response (EDR), .NET Framework, Java, and network settings.
Troubleshoot and resolve hardware, software, network, peripheral, and connectivity issues.
Diagnose network-related incidents using monitoring tools and troubleshooting methodologies based on the OSI model.
Manage and maintain accurate records of IT asset assignments and inventory.
Support workstation moves, installations, and equipment deployment according to business requirements.
Ensure timely documentation, tracking, and resolution of incidents and requests through the ITSM platform following established procedures.
Serve as the primary IT point of contact for assigned branches, departments, or accounts.
Provide remote assistance to employees, customers, and executive stakeholders through chat, phone, and other approved communication channels.
Collaborate with IT teams to improve service delivery and user satisfaction.
Qualifications & Technical Skills
Experience providing technical support in a Help Desk, Service Desk, or IT Support environment.
Knowledge of Windows operating systems, Office 365, networking fundamentals, VPNs, and VoIP technologies.
Experience with computer imaging, deployment, and endpoint management tools.
Understanding of IT asset management and inventory control.
Familiarity with cybersecurity tools such as BitLocker and Endpoint Detection & Response (EDR).
Basic knowledge of .NET Framework and Java installation/configuration.
Ability to diagnose and troubleshoot network issues using OSI model concepts.
Experience working with ITSM ticketing systems.
Soft Skills
Strong customer service orientation.
Excellent verbal and written communication skills.
Problem-solving and analytical thinking.
Ability to work independently and manage multiple priorities.
Strong organizational skills and attention to detail.
Team player with a proactive mindset.