IT Helpdesk Analyst

We are seeking a proactive Help Desk Technician to support daily IT operations and ensure end users can accomplish efficiently business tasks. This role is responsible for receiving, prioritizing, troubleshooting, documenting, and resolving user help requests.

• Providing first-level technical support: Answering incoming calls, emails, and online chat requests from end-users experiencing technical difficulties.
• Troubleshooting and resolving technical issues: Diagnosing and resolving problems related to hardware, software, network connectivity, printers, peripherals, and other IT equipment.
• Escalating complex issues: Identifying and escalating problems that cannot be resolved at the first level to higher-tier support teams or specialized technicians.
• Performing basic network troubleshooting: Diagnosing and resolving common network connectivity issues.
• Maintaining knowledge base: Contributing to and utilizing a knowledge base to document c...