HelpDesk Analyst

Focus; Huntsville (AL); On-site; USD 38,000 - 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, handling hardware, software, and network inquiries with a focus on prompt, friendly service.

The role trains on first shift and may move to later shifts; you will document issues, escalate when needed, and contribute to knowledge bases and user guides to improve self-service and issue resolution.

Qualifications

• High school diploma or equivalent; an associate degree in IT is preferred.
• Experience in customer service or technical support is beneficial.
• Basic understanding of computer systems, mobile devices, and tech products.
• Strong verbal and written communication, plus ability to explain tech to non-technical users.
• Ability to troubleshoot and prioritize multiple tasks in a team setting.

Responsibilities

• Respond promptly to requests via phone, email, or in person to assist with hardware, software, and network issues.
• Diagnose and resolve basic technical problems by gathering information and using provided tools.
• Escalate complex issues to higher-level teams with detailed documentation.
• Maintain accurate records of interactions, problems, and resolutions in the ticketing system.
• Contribute to user guides and knowledge base articles to aid self-help.
• Monitor system performance and report irregularities to senior IT staff.
• Deliver exceptional customer service with a professional demeanor and timely resolutions.

Skills

Customer service orientation

Basic IT knowledge

Communication skills

Problem-solving

Organizational skills

Team collaboration

Education

High school diploma or equivalent

Associate degree in Information Technology (preferred)

Tools

Remote desktop

Helpdesk 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.

This position trains on 1st shift but then will move to either 2nd shift (afternoons) or 3rd shift (nights).

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 escalate 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.