Job Description
Job DescriptionWe are looking for a dedicated Help Desk Analyst to join our team in West Des Moines, Iowa. In this long-term contract role, you will play a critical part in delivering technical support to end-users, ensuring smooth operation and prompt resolution of IT-related issues. Your expertise in troubleshooting and communication will contribute to maintaining high levels of customer satisfaction.
Responsibilities:
• Provide technical assistance for hardware, software, and mobile devices to business and IT users across multiple locations.
• Resolve issues and update service tickets in alignment with established SLAs.
• Document solutions and contribute to the team’s knowledge base to improve efficiency and future problem-solving.
• Identify and escalate complex issues while recommending process improvements.
• Communicate effectively with stakeholders about status updates, risks, and operational concerns.
• Handle break/fix incidents and execute move/add/change requests with proper documentation.
• Respond to inbound calls from users and perform Level 1 troubleshooting for technical issues.
• Prioritize and escalate incidents and service requests based on urgency and impact.
• Ensure positive customer experiences through effective resolution of technical problems.• High school diploma is required; a bachelor’s degree or equivalent combination of education and experience is preferred.
• IT certifications such as CompTIA or Microsoft are considered an advantage.
• At least 1-3 years of relevant IT experience is preferred.
• Proficiency in troubleshooting PC hardware for laptops, desktops, and mobile devices.
• Strong knowledge of Microsoft Windows operating systems, including Windows 10.
• Experience with Active Directory and basic troubleshooting techniques.
• Excellent analytical and problem-solving skills.
• Strong communication abilities to interact effectively with users and team members.