Job Description
Job DescriptionWe are looking for a detail-oriented Help Desk Analyst I to join our team in Hartford, Connecticut. In this Contract-to-permanent role, you will provide essential technical support to end users, ensuring smooth operation of hardware and software systems. This position offers an excellent opportunity to work in the healthcare industry while honing your troubleshooting and customer service skills.
Responsibilities:
• Respond to help desk inquiries, building strong customer rapport and gathering detailed information to resolve technical issues.
• Prioritize and manage incoming technical problems, escalating complex issues to senior technicians when necessary.
• Document the entire troubleshooting process, including all actions taken and decisions made, to ensure accurate records for future reference.
• Use diagnostic tools and online resources to identify and resolve technical problems effectively.
• Install, update, and maintain software applications and hardware components to ensure system reliability.
• Perform hands-on technical support, such as configuring systems, implementing backups, and upgrading hardware.
• Conduct routine maintenance on workstations, printers, and other peripherals to prevent potential issues.
• Test and validate problem resolutions to confirm successful fixes before closing tickets.
• Create and maintain user-friendly guides, FAQs, and troubleshooting sheets to assist end users in resolving common issues.
• Implement and update antivirus software to enhance system security.• Proficiency in troubleshooting and supporting Microsoft Windows 10 operating systems.
• Strong ability to diagnose and resolve hardware and software issues.
• Familiarity with using online resources, including knowledge bases and FAQs, for technical problem-solving.
• Experience with installing and maintaining antivirus software and conducting system backups.
• Excellent verbal and written communication skills for interacting with end users and documenting resolutions.
• Ability to multitask and prioritize issues in a fast-paced help desk environment.
• Knowledge of preventative maintenance practices for workstations, printers, and peripherals.