Senior Help Desk Analyst

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Requirements:

• Bachelor's degree in computer science, related field, or equivalent experience.
• Minimum 10 years of experience in a help desk or technical support lead role.
• Strong knowledge of Windows and Mac operating systems.
• Experience troubleshooting hardware and software issues.
• Excellent customer service and communication skills.
• Ability to handle multiple priorities and meet deadlines.
• Able to manage small projects and be on a project team.
• Experience with managing Azure and related services.
• Knowledge of networking and troubleshooting network connectivity issues.
• Excellent problem-solving and communication skills.
• Ability to multitask and prioritize workload in a fast-paced environment.
• Experience with ticketing systems and remote desktop support tools.
• Relevant certifications in Microsoft or other related areas are a plus.
• Strong commitment to company mission and values.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Respectfully shares and accepts feedback willingly from all levels of the organization.

Responsibilities:

• Provide technical support to end-users, troubleshooting hardware and software issues.
• Resolve complex technical problems and assist with escalated issues as required.
• Assist in the development and maintenance of technical documentation.
• Assist with the creation of processes and streamlining help desk procedures.
• Coordinate with IT team members to implement upgrades and enhancements to the IT infrastructure.
• Collaborate with the IT team to develop and implement IT projects and initiatives.
• Make recommendations for improving the overall efficiency and effectiveness of the IT systems.
• Participate in on-call support rotations to provide after-hours support.
• Research and collaborate on solutions to enhance job functions.