Help Desk Analyst - Amsys Innovative Solutions

Summary:

We are seeking a dedicated and skilled Help Desk Analyst to join our dynamic IT support team. The ideal candidate will be the first point of contact for technical support, providing exceptional customer service while resolving issues related to hardware, software, and network connectivity. This role requires strong analytical skills and the ability to troubleshoot various technical problems efficiently.

Responsibilities:

• Provide technical support for end-users via phone, email, or in-person interactions.
• Troubleshoot and resolve issues related to VPN connectivity, mobile devices, and network administration.
• Assist users with Mac OS and other operating systems, ensuring a seamless user experience.
• Utilize ServiceNow for ticket management and documentation of support requests.
• Analyze problems to identify root causes and implement effective solutions.
• Maintain knowledge of Meraki systems for network management and troubleshooting.
• Collaborate with other IT team members to escalate complex issues as necessary.
• Educate users on best practices for technology use and security protocols.

Qualifications:

• Proven experience in a help desk or technical support role.
• Strong customer service skills with a focus on user satisfaction.
• Familiarity with VPN technologies and network administration principles.
• Proficiency in troubleshooting issues on Mac OS and mobile devices.
• Experience using ServiceNow or similar ticketing systems is preferred.
• Ability to analyze technical problems effectively and provide timely solutions.
• Excellent communication skills, both verbal and written.
• A proactive attitude towards learning new technologies and improving processes.