Job Description
Job DescriptionWe are looking for a Help Desk Analyst to join our team in Madison, Wisconsin. In this role, you will provide technical assistance and support to end-users, ensuring timely resolution of IT-related issues. This is a Contract-to-permanent position, offering the opportunity to contribute to an industry-leading insurance organization while advancing your technical expertise.
Responsibilities:
• Respond promptly to user inquiries and troubleshoot technical issues related to hardware, software, and network systems.
• Manage support tickets effectively, documenting resolutions and escalating complex problems when necessary.
• Provide guidance on Microsoft technologies, including Active Directory and configuration management.
• Assist with the deployment and setup of hardware and software systems, ensuring compatibility with organizational standards.
• Deliver excellent customer service by addressing user concerns with professionalism and clarity.
• Support remote users by resolving virtualization and connectivity issues.
• Maintain and update technical documentation to streamline support processes.
• Collaborate with team members to improve help desk operations and enhance user experience.
• Ensure compliance with IT policies and procedures while addressing technical challenges.
• Perform basic troubleshooting for Apple and Android devices, as well as other mobile technologies.• Minimum of 2 years of experience in a customer service or help desk role.
• Proficiency with Microsoft technologies, including configuration management and Active Directory.
• Familiarity with ticketing systems and the ability to manage service desk tickets efficiently.
• Strong understanding of computer hardware and software troubleshooting.
• Ability to support remote users and handle virtualization technologies.
• Excellent communication skills and a customer-focused approach.
• A+ Certification is preferred, but candidates may obtain it within the first year.
• Knowledge of Apple and Android devices, along with Citrix and Cisco technologies, is a plus.