Helpdesk Support Analyst (Contract / Remote)

As a Help Desk agent, you will be responsible for providing technical support to our internal users, troubleshooting hardware and software issues, resolving network connectivity problems, and assisting with various IT-related tasks.

Responsibilities:

• Troubleshoot software and hardware problems: Diagnose and resolve hardware and software malfunctions, ensuring minimal disruption to user productivity.
• Printer support: Troubleshoot printer-related problems, such as paper jams, connectivity issues, and print queue errors.
• Network connectivity troubleshooting: Identify and resolve network connectivity issues, including LAN, WAN, VPN, and wireless connections.
• Active Directory management: Assist users with account administration, password resets, group memberships, and access permissions.
• Provide second-level technical support: Respond to user inquiries and resolve complex technical issues related to laptops, desktops, iPads, and other hardware devices.

Requirements:

• Experience: Minimum of 2 years of experience in a Help Desk or technical support role, preferably in a Level 2 capacity.
• Printer support: Experience troubleshooting printer-related problems and configuring print settings.
• Customer service skills: Excellent verbal and written communication skills with a strong focus on customer satisfaction.
• Technical expertise: Strong troubleshooting skills in laptop, desktop, and iPad hardware, with a good understanding of software applications.
• Network troubleshooting: Ability to diagnose and resolve network connectivity issues, including LAN, WAN, VPN, and wireless connections.
• Active Directory knowledge: Familiarity with Active Directory account management, group policies, and user permissions.