We are seeking a motivated and customer-oriented IT Help Desk Analyst to join our dynamic IT support team. The ideal candidate will possess strong problem-solving skills, exceptional communication abilities, and a passion for providing high-quality technical assistance to our internal users. As an IT Help Desk Analyst, you will play a pivotal role in ensuring the smooth operation of our organization's technology infrastructure, contributing to an excellent end-user experience, and helping the team deliver the JRW Commitment. This role will report to the Information Systems Manager.

Responsibilities

1. Provide first-level technical support to end-users in-person or via phone/e-mail/chat diagnosing and resolving hardware, software, and network-related issues.
2. Guide users through troubleshooting steps, providing clear and concise instructions to resolve common technical problems.
3. Maintain a thorough understanding of the organization's technology environment, including software applications, network infrastructure, and security protocols.
4. Utilize remote desktop tools to troubleshoot and resolve problems on users' devices.
5. Document and track user requests, incidents, and resolutions in the help desk ticketing system, ensuring accurate and timely record-keeping.
6. Collaborate with IT team members to escalate complex issues to appropriate departments or higher-level support teams.
7. Assist in the setup, configuration, and deployment of desktops, laptops, mobile devices, and peripherals.
8. Educate users on basic technical tasks, such as software installations, password resets, and account setup.
9. Monitor and maintain IT equipment inventory, ensuring that hardware and software assets are properly tracked and managed.
10. Contribute to the creation and maintenance of user-facing documentation, knowledge base articles, and self-help resources.
11. Identify trends in user-reported issues and proactively propose solutions to improve IT services and reduce recurring problems.
12. Participate in IT projects, upgrades, and system maintenance as required, providing technical expertise and support.
13. Use approved AI tools to speed up troubleshooting, draft knowledge base articles, and document fixes.

Role Specific Requirements 

1. Strong technical aptitude and a genuine interest in troubleshooting and problem-solving.
2. Excellent interpersonal and communication skills, both written and verbal.
3. Customer-focused approach with a commitment to delivering exceptional user support.
4. Familiarity with standard operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, Trello, M365 Admin, Zendesk, etc.).
5. Basic understanding of networking concepts and protocols.
6. Experience with help desk ticketing systems and remote support tools is a plus.
7. IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications are advantageous.
8. The ability to multi-task and prioritize activities. 
9. The ability to learn concepts and software platforms quickly. 
10. Ability to troubleshoot software issues and determine root causes.
11. Working experience using AI tools (Copilot, ChatGPT, Claude, or similar) for troubleshooting and documentation.

Experience & Education

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 2-4 years' experience preferred.

JRW Requirements 

1. Communicating with others to convey information effectively.
2. Active listening - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
3. Judgment and decision making - considering the relative costs and benefits of potential actions to choose the most appropriate one.
4. Critical thinking using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, and approaches to problems.
5. Communicating effectively in writing as appropriate for the needs of the audience.
6. Team participation - ability to successfully interact with coworkers to accomplish team and company goals while building healthy working relationships with them.
7. Exceptional planning & organizational skills.
8. Positive work attitude that is professional, responsive, and welcoming.
9. Demonstrated abilities of resourcefulness, flexibility, thinking with good judgment, initiative, and a strong work ethic.