Help Desk Analyst: Frontline IT Support & Troubleshooting

Flexjet LLC; Cleveland (OH); Hybride; USD 55 000 - 75 000; Plein temps

Résumé du poste

Flexjet LLC is seeking a Service Desk Analyst to provide first-level support for service requests. The ideal candidate will be customer-driven and work to understand user needs within a collaborative IT environment.

The role involves handling requests via Zendesk, phone, or email, and performing PC hardware setup and basic troubleshooting. Weekend shift may be required and on-call rotation occurs every 10-12 weeks.

Qualifications

• Bachelor’s degree in business or computer science preferred.
• 3-5 years of experience with hardware support.
• Strong knowledge of Microsoft Windows operating systems up to Windows 10.
• Ability to obtain Microsoft certification within 1 year of hire.

Responsabilités

• Handle service requests via help desk system (Zendesk), phone or email.
• Monitor end-user issues and communicate with appropriate personnel.
• Document issues and troubleshooting steps.
• Set up, maintain, and repair PC hardware, printers, networks, and related systems.
• Participate in weekly on-call support rotation (every 10-12 weeks).
• Define and understand break/fix concepts and communicate them clearly.
• Review and update technical support documentation for accuracy.
• Collaborate with third-party vendors to resolve software/hardware problems.

Connaissances

Customer-focused support

Break/fix troubleshooting

Windows 10 proficiency

Network wiring & protocols

Documentation & knowledge base

Autonomous work

On-call support

Strong communication

Formation

Bachelor’s degree in Business or Computer Science

Outils

Zendesk

PC hardware setup

Description du poste

Flexjet LLC is seeking a Service Desk Analyst to provide first-level support for service requests. The ideal candidate will be customer-driven and work to understand user needs within a collaborative IT environment.

The role involves handling requests via Zendesk, phone, or email, and performing PC hardware setup and basic troubleshooting. Weekend shift may be required and on-call rotation occurs every 10-12 weeks.