HelpDesk Analyst

Focus; Madison (AL); On-site; USD 40,000 - 50,000; Full time

Job summary

Focus in Madison, Alabama is seeking a Level 1 Help Desk Technician to provide first-line technical support to users. The role emphasizes strong communication, problem-solving, and a customer-first mindset to resolve basic IT issues and ensure satisfaction.

The ideal candidate will handle hardware and software inquiries, document interactions, and contribute to knowledge bases to assist users and improve workflows. This on-site position values teamwork and timely service delivery.

Qualifications

• High school diploma required; associate degree preferred.
• Experience in customer service or tech support is a plus.
• Basic understanding of computer systems and mobile devices.

Responsibilities

• Respond promptly to user requests via phone, email, or in person.
• Diagnose and resolve basic technical problems with available tools.
• Escalate more complex issues to senior IT staff when needed.
• Document user interactions and resolutions in the ticketing system.
• Help develop and maintain user guides and knowledge base articles.
• Monitor system performance and report irregularities to IT staff.
• Provide professional, customer-focused service and timely issue resolution.

Skills

Customer service

Verbal communication

Problem-solving

Organizational skills

Team collaboration

Education

High school diploma or equivalent

Associate degree in IT or related field (preferred)

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 escal...
• 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.