IT Help Desk Analyst
Department: Information Technology
Date Posted:
10/17/2024
Dallas Market Center is seeking an IT Help Desk Support Analyst to join our team! This is a dynamic role that combines Tier 1 and Tier 2 responsibilities. This position is essential for providing technical support and troubleshooting assistance to our staff. The ideal candidate will possess strong problem-solving abilities, excellent customer service skills, and a solid understanding of various IT systems including desktops, laptops, mobile devices, and network equipment. This is an in-office position.
Key Responsibilities:
- First-Level Support: Provide first-level contact and efficient resolution for IT issues, ensuring a high level of customer satisfaction.
- Advanced Troubleshooting: Handle escalated issues from Tier 1, including complex problems with hardware, software, servers, and networks.
- System Installation and Configuration: Install, configure, and troubleshoot desktop PCs, laptops, mobile devices, and various IT systems and applications.
- Network Support: Assist with the deployment, maintenance, and support of network infrastructure including switches, routers, and cabling.
- Inventory Management: Maintain and manage hardware and software inventory to ensure resource availability.
- Documentation: Create and maintain documentation for IT systems, policies, and procedures.
- Collaboration: Work closely with other IT team members to support network maintenance, upgrades, and other IT projects.
- Customer Support: Deliver in-person, telephone, and online support to end-users.
Requirements:
- Education: High School diploma or equivalent required. Bachelor’s Degree in Information Technology or related field, or equivalent experience preferred.
- Experience:
- Tier 1: 1-2 years of experience in IT support.
- Tier 2: 3-5 years of experience in an end-user desktop support role.
- Technical Skills:
- Proficiency with Windows operating systems, Microsoft Office applications, and Office 365.
- Strong knowledge of PC hardware/software, networking devices, and various IT systems.
- Experience with iOS, Android devices, and VoIP phone systems.
- Knowledge of Microsoft Server and Active Directory is a plus.
- Soft Skills:
- Excellent problem-solving, communication, and customer service skills.
- Ability to work independently and collaboratively in a team environment.
- Strong organizational and time management skills.
Competencies:
- Customer Focus: Maintain a customer-focused mindset, ensuring users' needs are met promptly and effectively.
- Problem Solving: Recognize and define problems, identify alternative solutions, and implement plans to resolve issues.
- Dependability: Be consistently reliable and punctual, managing competing demands and adapting to frequent changes or unexpected events.
- Technical Proficiency: Demonstrate technical proficiency and an understanding of how systems and technologies interrelate and impact the organization.
Physical Requirements:
- Ability to sit in an office environment for most of each day.
- Ability to stand/walk for extended periods during market events.
- Ability to lift 40 lbs.