Technical Helpdesk Analyst

Placements24; United States; Hybrid; USD 37,000 - 48,000; Full time

Job summary

Placements24 is seeking a proactive Technical Helpdesk Analyst to join a hybrid team in East London. The role supports employees with hardware, software, and network issues, remotely or on-site, ensuring efficient IT operations.

The ideal candidate will have proven helpdesk experience, strong OS knowledge (Windows/macOS), familiarity with networks and ticketing systems, and excellent communication skills to explain technical information clearly.

Qualifications

• Proven experience as a Helpdesk Analyst or in a similar IT support role.
• Strong understanding of operating systems (Windows, macOS) and common software applications.
• Familiarity with network troubleshooting and protocols.
• Experience with IT support ticketing systems and remote support tools.
• Excellent analytical and problem-solving skills.
• Ability to communicate technical information clearly to users of varying technical expertise.

Responsibilities

• Provide first and second-level technical support to end-users for hardware, software, and network issues.
• Diagnose, troubleshoot, and resolve technical problems, documenting all steps and solutions.
• Install, configure, and maintain workstations, printers, and other IT equipment.
• Manage user accounts, permissions, and access to IT resources.
• Assist in the development and maintenance of IT documentation and knowledge base articles.
• Respond to support tickets and service requests in a timely and efficient manner.

Skills

Helpdesk experience

Windows

macOS

Network troubleshooting

Ticketing systems

Remote support tools

Clear communication

Analytical thinking

Tools

Ticketing systems

Remote support tools

Job description

About the Role

Our client is seeking a proactive and knowledgeable Technical Helpdesk Analyst to join their hybrid team in East London. This role is critical for providing comprehensive IT support to employees, ensuring all technical issues are resolved efficiently, whether remotely or on-site. You will be responsible for maintaining the smooth operation of IT systems, including hardware, software, and network infrastructure. The ideal candidate is a skilled problem-solver with excellent communication abilities and a commitment to providing exceptional technical assistance. This position offers a dynamic work environment and the chance to contribute to the company's technological infrastructure.

Key Responsibilities

• Provide first and second-level technical support to end-users for hardware, software, and network issues.
• Diagnose, troubleshoot, and resolve technical problems, documenting all steps and solutions.
• Install, configure, and maintain workstations, printers, and other IT equipment.
• Manage user accounts, permissions, and access to IT resources.
• Assist in the development and maintenance of IT documentation and knowledge base articles.
• Respond to support tickets and service requests in a timely and efficient manner.

Requirements

• Proven experience as a Helpdesk Analyst or in a similar IT support role.
• Strong understanding of operating systems (Windows, macOS) and common software applications.
• Familiarity with network troubleshooting and protocols.
• Experience with IT support ticketing systems and remote support tools.
• Excellent analytical and problem-solving skills.
• Ability to communicate technical information clearly to users of varying technical expertise.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive medical and dental coverage.
• Retirement savings plan with employer contributions.
• Generous paid time off.
• Opportunities for ongoing training and professional development in IT.