Helpdesk Analyst

Monitor events, incidents, and service requests related to IT systems, infrastructure, and services. Act as the primary liaison between customers and IT departments to ensure service requests and incidents are documented, resolved, or escalated appropriately. Field helpdesk inquiries via phone, email, and in person while providing excellent customer service. Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues for desktop, tablet and mobile devices. Perform hands-on fixes, including installing and upgrading software, setting up hardware, and configuring systems in accordance with established guidelines. Set up new employee equipment, including hardware installation, operating system setup, and application access. Manage employee onboarding and offboarding processes, including system activations, deactivations, and documentation updates. Apply diagnostic tools, software updates, and online resources to aid in problem resolution. Conduct preventive maintenance, including cleaning and inspecting workstations, printers, and peripherals. Escalate advanced issues to appropriate technicians or departments and provide periodic follow-ups to ensure resolution. Develop and maintain technical documentation, knowledge base articles, and FAQ resources for end-user support. Assist with new hire onboarding by setting up standard hardware, software, and account configurations. Perform routine workstation and software updates to maintain optimal system functionality. Adhere to established helpdesk policies, procedures, and service standards. Perform additional duties as assigned to support the IT department’s objectives.