TechDesk Analyst
The TechDesk Analyst provides technical end-user desktop computer support as needed under supervision. This position will install, configure, and troubleshoot desktop systems, workstations, and network issues under supervision.
Responsibilities:
Provide customer support via chat, email, and phone across multiple platforms, addressing inquiries and resolving issues efficiently.
Handle basic technical concerns such as password resets, site navigation, product inquiries, and common browser or connectivity issues using standard troubleshooting procedures.
Troubleshoot and resolve desktop and end-user issues, including hardware, printers, software installations, and peripheral setup.
Perform routine IT tasks such as system monitoring, daily backups, and assisting in software rollouts, upgrades, and new hardware deployments.
Support and troubleshoot IT infrastructure, including hardware, software, telecommunications, business applications, and customer connectivity issues.
Monitor systems for failures, degradation, and incidents using various software and hardware monitoring tools, ensuring timely resolution.
Liaise with third-party vendors for complex technical issues and coordinate resolutions as needed.
Provide technical support during events such as trade shows, including setup and on-site assistance (may involve periodic travel).
Maintain accurate documentation of customer interactions and technical resolutions within internal systems.
Ensure secure handling of customer and company data in compliance with organizational policies and standards.
Utilize Generative AI tools (e.g., Copilot, ChatGPT) to support FAQs, summarize tickets, and improve response efficiency.
Identify repetitive tasks and recommend opportunities for automation and process improvement.
All other duties as assigned.
Qualifications:
Bachelor's Degree in IT-related course (e.g., Computer Science, Information Technology, Information Systems).
1–2 years of experience in technical support, IT helpdesk, or customer service roles.
Experience in hardware and software installation, configuration, and troubleshooting.
Basic knowledge of operating systems, internet connectivity, telephony, and IT infrastructure.
Familiarity with software/system monitoring tools and backup procedures.
Strong problem-solving, analytical, and organizational skills.
Excellent communication and customer service skills, with the ability to clearly explain technical issues.
Ability to multitask effectively (e.g., handling customer interactions while documenting or troubleshooting).
Familiarity with Generative AI tools (e.g., Copilot, ChatGPT) to support tasks and workflows.
Awareness of identifying repetitive processes and opportunities for automation.
Willingness to travel up to 25% for support activities (e.g., trade shows or onsite assistance).
A+ Certification or other technology certifications a plus.
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