Danby Appliances Looking for IT Helpdesk Analyst (Freelance Contract) at Remote

Danby Appliances; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a dynamic team as an MIS Help Desk Analyst where you will provide essential IT support to employees. In this role, you will be responsible for resolving Level 1 support tickets, ensuring a smooth IT experience for users. Your tasks will include troubleshooting applications, assisting with VPN access, and managing software installations. This is an excellent opportunity to enhance your IT skills in a supportive environment, where your contributions will directly impact employee satisfaction. If you're a friendly, detail-oriented individual with a passion for technology, this role is perfect for you.

Qualifications

• 2-3 years of IT help desk support experience required.
• Education in IT field is essential.

Responsibilities

• Provide Level 1 IT support for employees.
• Resolve various IT issues including VPN and software troubleshooting.

Skills

Customer Service

IT Help Desk Support

Clear Communication

Troubleshooting

VPN Assistance

MFA Troubleshooting

Software Installation

Audio/Video Troubleshooting

Education

University, College, or Vendor specific education in IT

Tools

Remote Support Tools

Ticketing Systems

Job description

Job Description

The MIS Help Desk Analyst role is to provide excellent customer service IT support for our employees. Working closely with the MIS Help Desk Coordinator, support tickets will be assigned for immediate action and solving to completion. Expectation is for the candidate to resolve Level 1 support tickets which include the following areas:

1. Resetting passwords for all applications
2. VPN access assistance
3. MFA troubleshooting
4. Client system troubleshooting (remotely)
5. Software and driver installation/updates
6. Troubleshoot applications (i.e., Teams)
7. Audio, video, visual issues
8. Resolve printing issues
9. Viewing poor performing client systems (if tweaks can be applied, or system should be retired)
10. Troubleshoot softphone client issues
11. Phishing email verification for employees
12. Assisting users with junk mail and quarantine folders
13. Remote upgrades, new system installs (mainly US focused)
14. Updating asset inventory
15. BYOD (mobile phone) enrollments

Metrics:

1. Time to solve tickets
2. Number of tickets accepted and solved
3. Maintaining high employee satisfaction (via ticket feedback)

Qualifications:

1. University, College, or Vendor specific education in the IT field
2. 2-3 years of IT help desk support
3. Clear communication (written and verbal)
4. High sense of urgency and detail
5. Friendly, patient, pleasant demeanor

Reporting to the Director of MIS

Job Types: Full-time, Part-time, Freelance
Contract length: 12-48 months
Part-time hours: 25-40 per week

Salary: ₹320.00 – ₹650.00 per hour

Experience:

1. IT support: 2 years (Preferred)