Help Desk Analyst

• Respond to requests for remote technical assistance via phone, chat, or email.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Advise customers on appropriate action.
• Follow standard help desk procedures.
• Log all help desk interactions.
• Administer help desk software.
• Follow up with customers to ensure complete resolution of issues.
• Redirect problems to correct resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Inform management of recurring problems.
• Stay current with system information, changes, and updates.
• Help update training manuals for new and revised software and hardware.
• Train computer users as necessary.
• Participant in rotating on-call schedule.
• Demonstrate exceptional communication and customer service skills and maintaining a courteous and professional demeanor.
• Ability to effectively troubleshoot and resolve technical issues in a professional manner.
• Assist with maintaining accurate records of all IT assets including hardware, software licenses, and peripherals.

• Customer Service, Communication, Teamwork and Accountability.
• Experience using Helpdesk Ticking Systems.
• Knowledge of networking, backup and data communication systems and procedures.
• Strong analytic, troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to understand software and hardware applications as applied to the Helpdesk position.
• Knowledge of and experience with the technologies and systems used by the company, with particular emphasis on Microsoft Operating Systems and software.
• Experience using M365 is a plus.

• Associate's degree or equivalent experience in Information Technology or related field.
• Certification in relevant technologies (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).
• Strong problem-solving and analytical skills.
• Excellent communication and customer service skills.
• Familiarity with various operating systems, software applications, and hardware components.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• 2+ years of prior phone based IT support experience.
• Strong written and oral communication and customer services skills.
• Familiarity with help desk ticketing software including reviewing, assigning, and handling tickets.
• Experience installing a wide variety of hardware and software.
• Advanced knowledge of Microsoft Windows Operating systems 10/11.
• Knowledge of wired/wireless network connectivity, PC setup, configuration, and maintenance.
• Prior experience with Active Directory maintenance including password resetting and managing group membership.
• Ability to multitask in a fast-paced team environment.
• Willingness to learn new skills to provide effective support for agency technologies.
• Ability to work independently and within a team.
• Strong problem-solving and analytical abilities.
• Attention to detail and ability to manage multiple priorities.
• Willingness to learn and adapt to new technologies and tools.

Quantum Corporation