Helpdesk Support Analyst

Placements24; United States; Hybrid; USD 11,000 - 17,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary and incentives

Health benefits

Professional development and training

Generous annual leave

Job summary

Placements24 is assisting a client in Paarl, Western Cape with hiring a Helpdesk Support Analyst. The role focuses on first-line IT support for hardware, software, and networking, delivered through a hybrid work model with on-site and remote collaboration.

The successful candidate will diagnose issues, manage tickets, and support end-users across the organization. The position requires experience in Windows/macOS, familiarity with ticketing systems such as ServiceNow or Zendesk, and strong

Qualifications

• Proven experience as a Helpdesk Support Analyst or in a similar IT support role.
• Strong knowledge of Windows and macOS, common office apps, and basic networking.
• Experience with remote support tools and ticketing systems such as ServiceNow and Zendesk.
• Excellent troubleshooting skills and a logical approach.
• Good verbal and written communication; ability to explain technical issues clearly.
• Ability to work independently and manage time effectively in a hybrid environment.
• Customer-focused attitude with commitment to high-quality service.
• Relevant certifications (e.g., CompTIA A+, Network+) are a strong advantage.
• Willingness to learn and adapt to new technologies; understanding of Western Cape business environment.

Responsibilities

• Provide first-level technical support for hardware, software, and network issues via phone, email, and ticketing system.
• Diagnose and resolve technical problems for end-users, escalating complex issues to senior support staff when necessary.
• Install, configure, and maintain computer hardware, software, systems, networks, printers, and scanners.
• Assist users with account creation, password resets, and access permissions.
• Document all support requests, troubleshooting steps, and resolutions in the helpdesk system.
• Create and update knowledge base articles and user guides to facilitate self-service.
• Monitor system performance and conduct regular maintenance to prevent issues.
• Manage and prioritize helpdesk tickets to ensure timely resolution and adherence to SLAs.
• Provide guidance and training to users on IT best practices and system usage.
• Collaborate with IT team members on infrastructure projects and system upgrades.

Skills

IT Helpdesk experience

Windows/macOS knowledge

Remote support tools

Ticketing systems

Troubleshooting skills

Communication skills

Hybrid work adaptability

Certifications (CompTIA A+, Network+)

Education

CompTIA A+ Certification

Network+ Certification

Tools

ServiceNow

Zendesk

Job description

About the Role

Our client, a growing IT solutions provider, is seeking a skilled and proactive Helpdesk Support Analyst to join their team in Paarl, Western Cape . This role is vital for providing first-line technical support and ensuring the smooth operation of IT systems for our client and their customers. You will be responsible for troubleshooting a wide range of technical issues, from hardware and software problems to network connectivity. This position operates under a hybrid model, offering a mix of on-site collaboration and remote work flexibility, allowing for a balanced professional life. The ideal candidate possesses strong technical aptitude, excellent problem-solving skills, and a commitment to providing exceptional support. If you are a dedicated IT professional looking to contribute to a dynamic environment and advance your career in the Paarl region, this is an excellent opportunity. We are seeking individuals who can quickly diagnose issues and provide efficient resolutions, ensuring minimal disruption to end-users. Your contribution will be critical in maintaining our client's IT infrastructure and supporting their business objectives effectively.

Key Responsibilities

• Provide first-level technical support for hardware, software, and network issues via phone, email, and ticketing system.
• Diagnose and resolve technical problems for end-users, escalating complex issues to senior support staff when necessary.
• Install, configure, and maintain computer hardware, software, systems, networks, printers, and scanners.
• Assist users with account creation, password resets, and access permissions.
• Document all support requests, troubleshooting steps, and resolutions in the helpdesk system.
• Create and update knowledge base articles and user guides to facilitate self-service.
• Monitor system performance and conduct regular maintenance to prevent issues.
• Manage and prioritize helpdesk tickets to ensure timely resolution and adherence to SLAs.
• Provide guidance and training to users on IT best practices and system usage.
• Collaborate with IT team members on infrastructure projects and system upgrades.

Requirements

• Proven experience as a Helpdesk Support Analyst or in a similar IT support role.
• Strong knowledge of operating systems (Windows, macOS), common office applications, and basic networking concepts.
• Experience with remote support tools and ticketing systems (e.g., ServiceNow, Zendesk).
• Excellent troubleshooting and problem-solving skills with a logical approach.
• Good verbal and written communication skills, with the ability to explain technical issues clearly.
• Ability to work independently and manage time effectively in a hybrid environment.
• Customer-focused attitude with a commitment to providing high-quality service.
• Relevant certifications (e.g., CompTIA A+, Network+) are a strong advantage.
• Willingness to learn and adapt to new technologies.Understanding of the business environment in the Western Cape .

Benefits

• Hybrid work model offering flexibility and work-life balance.
• Competitive salary and potential for performance-based incentives.
• Comprehensive health and wellness benefits.
• Opportunities for professional development, training, and certifications.
• Contribution to a stable and growing IT services company.
• A collaborative and supportive team environment.
• Generous annual leave allowance.
• Access to latest IT tools and technologies.