TechDesk Analyst

The TechDesk Analyst provides technical end-user desktop computer support as needed under supervision. This position will install, configure, and troubleshoot desktop systems, workstations, and network issues under supervision.

Responsibilities:

• Provide customer support via chat, email, and phone across multiple platforms, addressing inquiries and resolving issues efficiently.

• Handle basic technical concerns such as password resets, site navigation, product inquiries, and common browser or connectivity issues using standard troubleshooting procedures.

• Troubleshoot and resolve desktop and end-user issues, including hardware, printers, software installations, and peripheral setup.

• Perform routine IT tasks such as system monitoring, daily backups, and assisting in software rollouts, upgrades, and new hardware deployments.

• Support and troubleshoot IT infrastructure, including hardware, software, telecommunications, business applications, and customer connectivity issues.

• Monitor systems for failures, degradation, and incidents using various software and hardware monitoring tools, ensuring timely resolution.

• Liaise with third-party vendors for complex technical issues and coordinate resolutions as needed.

• Provide technical support during events such as trade shows, including setup and on-site assistance (may involve periodic travel).

• Maintain accurate documentation of customer interactions and technical resolutions within internal systems.

• Ensure secure handling of customer and company data in compliance with organizational policies and standards.

• Utilize Generative AI tools (e.g., Copilot, ChatGPT) to support FAQs, summarize tickets, and improve response efficiency.

• Identify repetitive tasks and recommend opportunities for automation and process improvement.

• All other duties as assigned.

Qualifications:

• Bachelor's Degree in IT-related course (e.g., Computer Science, Information Technology, Information Systems).

• 1–2 years of experience in technical support, IT helpdesk, or customer service roles.

• Experience in hardware and software installation, configuration, and troubleshooting.

• Basic knowledge of operating systems, internet connectivity, telephony, and IT infrastructure.

• Familiarity with software/system monitoring tools and backup procedures.

• Strong problem-solving, analytical, and organizational skills.

• Excellent communication and customer service skills, with the ability to clearly explain technical issues.

• Ability to multitask effectively (e.g., handling customer interactions while documenting or troubleshooting).

• Familiarity with Generative AI tools (e.g., Copilot, ChatGPT) to support tasks and workflows.

• Awareness of identifying repetitive processes and opportunities for automation.

• Willingness to travel up to 25% for support activities (e.g., trade shows or onsite assistance).

• A+ Certification or other technology certifications a plus.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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