HelpDesk Analyst

Focus; Huntsville (AL); On-site; USD 36,000 - 48,000; Full time

Job summary

Focus in Huntsville, AL is seeking a Level 1 Help Desk Technician to provide first-line IT support for users. You will respond to requests via phone, email, or in person, help with hardware, software, and basic networking, and document issues.

This role emphasizes clear communication, problem solving, and teamwork as you escalate complex problems and contribute to knowledge bases and user guides. A high school diploma is required; an associate degree in IT is a plus, and prior customer service

Qualifications

• High school diploma or equivalent; associate degree preferred.
• Experience in customer service or technical support is a plus.
• Basic understanding of computer systems and mobile devices.
• Ability to explain technical concepts to non-technical users.
• Strong written and verbal communication.
• Detail-oriented with ability to multitask.

Responsibilities

• Respond to user requests via phone, email, or in-person to resolve hardware, software, and network issues.
• Diagnose and resolve basic technical problems using available tools.
• Escalate complex issues to higher-level support with proper documentation.
• Document user interactions and resolutions in the ticketing system.
• Create and maintain user guides and knowledge base articles.
• Monitor system performance and report irregularities to senior IT staff.
• Provide courteous, professional customer service and timely issue resolution.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Education

High school diploma

Associate degree in IT

Tools

Remote desktop

Help desk software

Job description

Job Summary: We are seeking a dedicated Level 1 Help Desk Technician to provide first-line technical support to our users. The ideal candidate will possess excellent problem-solving skills, effective communication abilities, and a foundational understanding of IT systems. This role involves addressing basic technical issues, assisting users with hardware and software inquiries, and ensuring a high level of customer satisfaction.

Key Responsibilities:

• User Support: Respond promptly to incoming requests via telephone, email, or in-person, assisting users with hardware, software, and network-related issues.
• Issue Identification: Diagnose and resolve basic technical problems by gathering pertinent information and utilizing provided tools and resources.
• Escalation: Recognize complex issues and elevate them to higher-level support teams when necessary, ensuring detailed documentation of the problem.
• Documentation: Maintain accurate records of user interactions, problems, and resolutions in the help desk ticketing system.
• Resource Development: Contribute to the creation and maintenance of user guides and knowledge base articles to assist users in resolving common issues.
• System Monitoring: Assist in monitoring system performance and report any irregularities or potential issues to senior IT staff.
• Customer Service: Provide exceptional customer service by maintaining a professional demeanor, actively listening to user concerns, and ensuring timely resolution of issues.

Qualifications:

• Education: High school diploma or equivalent; an associate degree in Information Technology or a related field is preferred.
• Experience: Prior experience in a customer service or technical support role is advantageous but not mandatory.
• Technical Skills: Basic understanding of computer systems, mobile devices, and other tech products; familiarity with remote desktop applications and help desk software is a plus.
• Communication Skills: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Problem-Solving: Ability to troubleshoot and resolve basic technical issues efficiently.
• Organizational Skills: Detail-oriented with the ability to manage multiple tasks and prioritize effectively.
• Team Collaboration: Ability to work collaboratively within a team environment and contribute to team objectives.