Helpdesk Analyst, Associate

Your Impact:

• Provide onsite desktop support for internal customers, including desktops, laptops, cell phones, mobile devices, printing, and wireless networking.
• Collaborate with cross-functional teams for prompt issue resolution and effective communication.
• Engage with end-users via VTB live chat to deliver effective technical support and issue resolution.
• Diagnose and troubleshoot hardware, software, network, and application problems.
• Guide users through step-by-step solutions and provide clear instructions.
• Escalate complex issues to higher-level support, maintaining ownership until resolution.
• Real-time ticket entry by utilizing, monitoring, and managing our ticketing system.
• Document interactions and solutions in the help desk ticketing system for reference and knowledge base enrichment.
• Continuously improve support processes and stay updated with technology trends.
• Setup, configure, image, re-image company PCs, tablets, and mobile devices.
• Troubleshoot hardware and software problems.
• Manage user accounts for active directory and other applications.
• Other duties as assigned by management.

Profile

• Proven Help Desk Technician experience with a focus on onsite support.
• One year of technical support experience.
• Passion for excellent customer service and helping users.
• Excellent written communication skills for explaining complex technical concepts simply.
• Proficiency in live chat tools and help desk ticketing systems.
• Solid understanding of hardware, software, networking, and operating systems.
• Proficiency in Azure, Intune, Office 365, Windows, macOS, and Exchange Online troubleshooting.
• Thrives in a fast-paced environment, handling multiple onsite support tasks.
• Strong problem-solving skills, thinking critically under pressure.
• Exceptional time management, prioritizing tasks effectively.
• Patience, empathy, and a positive attitude with end-users.
• Basic knowledge of remote desktop tools and techniques.
• Relevant certifications (e.g., CompTIA A+, ITIL) are a plus.

Your Experience:

Basic Qualifications

• Ability and willingness to learn new technologies.
• Excellent organizational skills with the ability to listen, follow up, attend to detail, and accomplish desired results verbally and/or in written form to appropriately document issues.
• Hardworking, motivated, and self-directed, able to think critically.
• Strong analytical and quantitative abilities.
• Candidate must have excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.
• Strong Microsoft Office Professional skills.
• Excellent verbal and written communication skills.
• Able to handle a high-volume workload in a fast-paced environment.
• Effective organization and time management skills.
• A high degree of self-motivation, commitment, and integrity.
• Ability to work independently and in a team environment.
• Strong interpersonal skills.

Preferred Qualifications

• 2 years of equivalent experience.
• Degree in MIS, IT, information systems, or related major.