Job Description
Job DescriptionWe are looking for a Help Desk/Desktop Support Analyst to join our team in Grand Rapids, Michigan. This is a contract-to-permanent position, offering an excellent opportunity to contribute to technical support operations while advancing your career. In this role, you will provide front-line assistance to users, ensuring smooth functionality of hardware, software, and system access.
Responsibilities:
• Provide Tier 1 support for hardware, software, and user inquiries, resolving issues efficiently and escalating complex problems when necessary.
• Manage and troubleshoot user accounts and permissions within Active Directory.
• Configure and maintain Windows 10/11 operating systems and associated applications.
• Monitor and respond to incoming service desk tickets, ensuring timely resolution and user satisfaction.
• Clearly explain technical solutions to non-technical users to facilitate understanding and resolution.
• Oversee daily help desk operations, including triaging and routing support requests.
• Follow up with users to confirm that issues have been resolved to their satisfaction.
• Maintain up-to-date knowledge of system functionality, navigation, and processes.
• Perform additional technical support duties as assigned, ensuring the overall reliability of IT services.• Proficiency with Active Directory for user account and security management.
• Strong knowledge of Windows 10 operating systems and basic troubleshooting techniques.
• Experience handling service desk tickets and providing Tier 1 technical support.
• Ability to communicate technical concepts effectively to non-technical users.
• Familiarity with configuring and maintaining Microsoft Windows environments.
• Strong organizational and problem-solving skills.
• Commitment to delivering exceptional user support and satisfaction.