Frontline IT Support Analyst

John R White Company Incorporated; Birmingham (AL); On-site; USD 45,000 - 65,000; Full time

Job summary

John R White Company Incorporated is seeking a motivated IT Help Desk Analyst to join our dynamic IT support team. The role emphasizes delivering high-quality technical assistance to internal users and ensuring smooth operation of our technology stack.

You will provide first-line support, document incidents, and assist in configuring desktops and peripherals while collaborating with the IT team to resolve issues promptly.

Qualifications

• Bachelor's degree in IT/CS or related field or equivalent work experience.
• 2-4 years of help desk or IT support experience preferred.
• Strong problem-solving and communication skills; customer-focused mindset.

Responsibilities

• Provide first-level technical support to end-users in-person or via phone/email/chat.
• Diagnose and resolve hardware, software, and network issues.
• Guide users through troubleshooting steps with clear instructions.
• Maintain understanding of the organization's tech environment and security protocols.
• Use remote desktop tools to troubleshoot on user devices.
• Document incidents and resolutions in the ticketing system.
• Collaborate with IT to escalate complex issues as needed.
• Assist in setup and deployment of desktops, laptops, and peripherals.
• Educate users on tasks like installations and password resets.
• Monitor IT equipment inventory and track assets.
• Contribute to user-facing docs and knowledge base articles.
• Identify trends and propose improvements to IT services.
• Participate in IT projects and maintenance as required.

Skills

Technical aptitude

Communication skills

Customer-focused

OS familiarity

Networking concepts

Help desk ticketing

Remote support tools

AI tools usage

Multitasking

Learning ability

Education

Bachelor's degree in IT/CS or related field

Tools

Zendesk

M365 Admin

Trello

Copilot

ChatGPT

Claude

Job description

John R White Company Incorporated is seeking a motivated IT Help Desk Analyst to join our dynamic IT support team. The role emphasizes delivering high-quality technical assistance to internal users and ensuring smooth operation of our technology stack.

You will provide first-line support, document incidents, and assist in configuring desktops and peripherals while collaborating with the IT team to resolve issues promptly.