IT Help Desk Analyst

John R White Company, Inc.; Birmingham (AL); On-site; USD 45,000 - 65,000; Full time

Job summary

John R White Company, Inc. is seeking a motivated IT Help Desk Analyst to support internal users and maintain a smooth technology environment. You will diagnose hardware/software issues, guide users through steps, and document resolutions.

The role emphasizes strong communication, proactive problem solving, and collaboration with IT teams. A Bachelor's degree and 2–4 years' experience are preferred; Birmingham, AL based position.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field or equivalent work experience.
• 2–4 years' experience preferred in IT help desk or similar role.
• Strong problem-solving, communication, and customer-focused service.

Responsibilities

• Provide first-level technical support to end-users in-person, phone, email, or chat.
• Diagnose hardware, software, and network issues and guide users through fixes.
• Document incidents and resolutions in the help desk system.
• Utilize remote desktop tools to troubleshoot devices.
• Assist in setup and deployment of desktops, laptops, and peripherals.
• Educate users on basic tasks like software installs and password resets.
• Monitor IT equipment inventory and manage assets.
• Create knowledge base articles and user documentation.
• Identify trends and propose service improvements.
• Participate in IT projects and system maintenance as needed.
• Use AI tools to speed up troubleshooting and documentation.

Skills

Troubleshooting

Communication skills

Customer focus

Multi-tasking

Problem solving

Education

Bachelor's degree in IT/CS or related

Tools

Trello

M365 Admin

Zendesk

Microsoft Office

Job description

We are seeking a motivated and customer-oriented IT Help Desk Analyst to join our dynamic IT support team. The ideal candidate will possess strong problem-solving skills, exceptional communication abilities, and a passion for providing high-quality technical assistance to our internal users. As an IT Help Desk Analyst, you will play a pivotal role in ensuring the smooth operation of our organization's technology infrastructure, contributing to an excellent end-user experience, and helping the team deliver the JRW Commitment. This role will report to the Information Systems Manager.

Responsibilities

• Provide first-level technical support to end-users in-person or via phone/e-mail/chat diagnosing and resolving hardware, software, and network-related issues.
• Guide users through troubleshooting steps, providing clear and concise instructions to resolve common technical problems.
• Maintain a thorough understanding of the organization's technology environment, including software applications, network infrastructure, and security protocols.
• Utilize remote desktop tools to troubleshoot and resolve problems on users' devices.
• Document and track user requests, incidents, and resolutions in the help desk ticketing system, ensuring accurate and timely record-keeping.
• Collaborate with IT team members to elevate complex issues to appropriate departments or higher-level support teams.
• Assist in the setup, configuration, and deployment of desktops, laptops, mobile devices, and peripherals.
• Educate users on basic technical tasks, such as software installations, password resets, and account setup.
• Monitor and maintain IT equipment inventory, ensuring that hardware and software assets are properly tracked and managed.
• Contribute to the creation and maintenance of user-facing documentation, knowledge base articles, and self-help resources.
• Identify trends in user-reported issues and proactively propose solutions to improve IT services and reduce recurring problems.
• Participate in IT projects, upgrades, and system maintenance as required, providing technical expertise and support.
• Use approved AI tools to speed up troubleshooting, draft knowledge base articles, and document fixes.

Role Specific Requirements

• Strong technical aptitude and a genuine interest in troubleshooting and problem-solving.
• Excellent interpersonal and communication skills, both written and verbal.
• Customer-focused approach with a commitment to delivering exceptional user support.
• Familiarity with standard operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, Trello, M365 Admin, Zendesk, etc.).
• Basic understanding of networking concepts and protocols.
• Experience with help desk ticketing systems and remote support tools is a plus.
• IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications are advantageous.
• The ability to multi-task and prioritize activities.
• The ability to learn concepts and software platforms quickly.
• Ability to troubleshoot software issues and determine root causes.
• Working experience using AI tools (Copilot, ChatGPT, Claude, or similar) for troubleshooting and documentation.

Experience & Education

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 2-4 years' experience preferred.

JRW Requirements

• Communicating with others to convey information effectively.
• Active listening - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Judgment and decision making - considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Critical thinking using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, and approaches to problems.
• Communicating effectively in writing as appropriate for the needs of the audience.
• Team participation - ability to successfully interact with coworkers to accomplish team and company goals while building healthy working relationships with them.
• Exceptional planning & organizational skills.
• Positive work attitude that is professional, responsive, and welcoming.
• Demonstrated abilities of resourcefulness, flexibility, thinking with good judgment, initiative, and a strong work ethic.