Help Desk Support Analyst

Help Desk Support Analyst

Hartford, CT

3-6 Months

For a qualified Help Desk Support role, candidates typically need a combination of technical skills, soft skills, and educational background. Here are the key requirements:

Technical Skills:

• Basic understanding of computer hardware components (RAM, hard drives, processors, peripherals)
• Familiarity with common operating systems (Windows, macOS, basic Linux knowledge)
• Knowledge of standard software applications (Microsoft Office Suite, email clients, web browsers)
• Understanding of networking basics (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting)
• Experience with ticketing systems and help desk software
• Remote desktop tools and screen sharing applications
• Basic understanding of mobile devices (smartphones, tablets)

Soft Skills:

• Excellent verbal and written communication abilities
• Strong customer service orientation and patience
• Active listening skills to understand user problems
• Problem-solving and analytical thinking
• Ability to explain technical concepts in simple terms
• Time management and ability to prioritize multiple issues
• Documentation skills for logging tickets and creating knowledge base articles

Educational Background:

• High school diploma or equivalent (minimum)
• Associate's degree in Information Technology, Computer Science, or related field (preferred)
• Industry certifications such as CompTIA A+, HDI Help Desk Analyst, or Microsoft certifications

Experience Requirements:

• 1-2 years of customer service experience
• Previous help desk or technical support experience (preferred but not always required for entry-level)
• Experience working in a fast-paced environment

Additional Qualifications:

• Ability to work flexible hours, potentially including evenings or weekends
• Professional phone manner and email etiquette
• Basic project management skills
• Willingness to learn new technologies and systems continuously