Help Desk Analyst

Job Description

• The Client is seeking a dedicated Desktop Support Technician to join the IVRS IT Help Desk team. This position will provide Tier 1 and Tier 2 support to IVRS staff and leadership, assisting with technical issues, communicating with non-technical users, and escalating issues as needed.
• The role includes software installation, computer imaging, and other related IT tasks.

Key Responsibilities:

• Provide desktop/laptop/thin client support both desk-side and remotely.
• Install, patch, and troubleshoot Windows 7/10.
• Troubleshoot issues with Microsoft 2019 and Office 365 products.
• Configure and troubleshoot Windows networking (TCP/IP).
• Escalate issues to next-level support or management as appropriate.
• Troubleshoot issues with Microsoft Edge and Google Chrome.
• Provide support using remote tools.
• Install and troubleshoot a variety of in-house developed and third-party software.
• Troubleshoot desktop and network printer issues.
• Support Google Workspace products.
• Support Apple devices (iPad, iPhone).
• Understand and support Microsoft Active Directory (client-side).
• Implement hard drive encryption, preferably using Bitlocker and McAfee.
• Modify system registry as needed.

Qualifications:

Required Experience:

• 4 years of experience in PC support (desktop/laptop/thin client).
• 4 years of experience with Windows 7/10 installation, patching, and troubleshooting.
• 4 years of experience troubleshooting Microsoft 2019.
• 4 years of experience with Windows networking (TCP/IP) configuration and troubleshooting.
• 4 years of experience escalating issues to next-level support/management.
• 4 years of experience troubleshooting Microsoft Edge and Google Chrome.
• 4 years of experience providing support with remote tools.
• 4 years of experience installing and troubleshooting a variety of software.
• Experience in support of Microsoft Office 365 products.
• Experience in Apple device support (iPad, iPhone).
• Thorough understanding of Microsoft Active Directory (client-side).
• Experience with hard drive encryption, preferably Bitlocker and McAfee.

Desired Experience:

• Ability to troubleshoot desktop and network printer issues.
• Experience with Google Workspace products.
• Ability to modify the system registry.

Education:

• Preferred: 4-year degree or equivalent technical study.

Certifications:

• Industry certifications (A+, Network+, MCP, etc.)

Communication:

• The candidate must have strong communication skills to effectively liaise with IT staff and non-technical users, ensuring timely execution of tasks.