Hybrid IT 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

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