Our company specializes in providing comprehensive it solutions and support to a diverse range of clients. As we continue to expand our operations, we are seeking a highly motivated and determined it analyst to join our dedicated team with the incredible opportunity for growth.
role and responsibilities:
* field incoming help requests from end users via telephone, email, and work orders in a courteous manner.
* respond to assigned tickets/tasks in accordance with sla guidelines.
* record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to a final resolution.
* demonstrate exceptional troubleshooting skills, apply diagnostic utilities and best practice methodology to aid in troubleshooting.
* software installation and configuration: perform hands-on fixes at the desktop level, including installing and upgrading software, implementing solutions, and configuring systems and applications.
* hardware support: provide basic hardware support, including setting up and configuring computers, printers, scanners, and other peripheral devices. Diagnose hardware failures, replace faulty components, or coordinate with vendors for repair or replacement.
* take ownership of tasks and follow through to ensure complete resolution to customer's satisfaction.
* collaborate closely with the team, escalating tickets in a timely manner, and conversing with the team lead for assistance and direction. All to foster a collaborative and supportive work environment.
* exhibit a strong dedication to teamwork, readily assisting colleagues and clients as needed to ensure successful outcomes.
* maintain a positive and professional demeanor, both in-person and when communicating remotely with clients, promoting excellent customer service and client satisfaction.
• participate in an on-call rotation.
* continuous learning: keeping up with technological advancements and industry trends is crucial for it growth. Employees should actively engage in continuous learning, stay updated with the latest technologies, and participate in training programs to enhance their technical skills.
qualifications and skills:
* at least 2 years of experience as an it technician, preferably in an msp environment.
* strong knowledge of ad, office 365 and dns required
* comptia a+ or network+ certifications a big plus
* ability to prioritize and handle critical client technical matters with a sense of urgency.
* exceptional troubleshooting instincts and the ability to identify and resolve end user issues.
* strong team player with the ability to collaborate effectively in a fast-paced environment.
* exceptional communication and interpersonal skills, promoting splendid customer service.
* dedication to professional growth and staying updated with the latest industry trends and technologies.