Help Desk Analyst

Position Summary:
The IT Help Desk Analyst t is responsible for providing technical support and assistance to end-users in our organization. They will serve as a point of contact for complex IT issues and play a key role in maintaining the overall functionality of the organization's IT systems. The position reports to the Manager of End-user Services. The successful candidate will support the Culture, Values, and Strategic Goals of Company and its family of companies. 

Contract period: 3-to-6-month contract with potential for full-time.

Responsibilities:

• Global Service Standardization: Establish and maintain consistent service standards and best practices across all call center locations to ensure a unified support experience.
• Technical Support: Provide expert-level technical support to end-users by troubleshooting hardware, software, network, and application issues. Resolve complex IT problems efficiently and effectively.
• Documentation: Maintain highly accurate ticket entries in the ITSM tool. Track and monitor issues to ensure timely resolution. Create and maintain Help Desk Standard Operating Procedures.
• Knowledge Owner: Contribute and have ownership of our Internal IT and End user facing knowledge bases, providing oversight and accountability. Actively contributing detailed solutions for common issues.
• Problem-Solving: Analyze and identify root causes of reoccurring problems. Research, resolve, and escalate technical problems. Recommend, and implement solutions using technology, software, and processes to perform tasks with minimal human intervention. Collaborate with IT management to provide feedback and suggestions for improving IT processes, infrastructure, and user experience.
• User Training: Participate in training programs to address the shifting application support needs of the help desk and develop automation adhering to best practices. This includes collaboration with the End-user Desktop Support team and other IT Teams for gaining experience with departmental support.

Required Skills:

• Bilingual in English and Spanish, preferred.
• Proficiency in using and troubleshooting Microsoft Office 365 applications such as Outlook, Word, Excel, PowerPoint, and Teams. Understanding of how these applications integrate with cloud-based services, including SharePoint, OneDrive, and Exchange Online.
• Demonstrated experience with most common hardware and software systems, including laptops/desktops, docking stations, basic network troubleshooting, a basic understanding of client/server environment, local and networked printers, monitors, mobile device support, and office phones.
• Exceptional customer service mindset with Exceptional interpersonal skills, with a focus on building rapport, listening, and questioning skills.
• Understanding of the specific IT needs and challenges in retail environments, including point-of-sale (POS) systems and customer service solutions.
• Must have basic knowledge of ITIL and have worked with an industry standard ITSM tool (i.e. Helix, ServiceNow, Remedy, Cherwell, HEAT).
• Familiarity with Citrix Receiver or Citrix Workspace App, Horizon View or other virtualized environments is a plus.

Required Experience:

• A minimum of 3-6 years of experience in IT support
• High School Diploma Required.
• Associates degree or Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience) strongly preferred.
• IT industry certifications (i.e. A+, Network+, Microsoft Office, MCP, ITIL, etc) are a plus.
• Relevant certifications (e.g., CompTIA A+, Network+, Security+; Microsoft Certified Professional; Cisco Certified Network Associate) are a plus.