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IT Help Desk Analyst
Critical Project Services. Respond to technical inquiries via email, online chat, phone, or in person .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support, troubleshooting, and client communication, with a strong focus on maintaining and implementing IT solutions. Proficient in Microsoft 365 administration and network issue resolution, ensuring optimal system performance and client satisfaction.
Highest-signal resume keywords
Technical SupportMicrosoft 365 AdministrationTroubleshooting Network IssuesClient DocumentationCustomer Service Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportTroubleshootingMicrosoft 365 AdministrationBasic Networking ProtocolsMicrosoft Windows Operating SystemsDevice PreparationInventory TrackingClient Training DevelopmentSystem Performance AnalysisERP Systems Familiarity
Soft Skills
Problem-SolvingVerbal CommunicationWritten CommunicationCustomer Service
Tools & Technologies
ConnectWise ManageMicrosoft OfficeInventory Tracking System
Certifications & Qualifications
Network-Related Certification
Industry Keywords
Information TechnologySystems AdministrationManufacturing Processes
Tech Stack
Tools & technologiesCyber SecurityERP
About the role
Key responsibilities & impact- Respond to technical inquiries via email, online chat, phone, or in person
- Provide technical support by researching and answering questions, troubleshooting problems, and maintaining workstations
- Help implement and maintain ConnectWise Manage and control solutions
- Work with the Cybersecurity team to maintain and roll out tools
- Prepare new devices and reimage existing devices
- Maintain updated device inventory in the inventory tracking system
- Identify problems, research answers, and guide clients through corrective steps
- Write and maintain client documentation
- Participate in developing client training programs
- Recommend devices and techniques to accommodate client disabilities
- Identify system performance problems and recommend changes
- Update job knowledge through educational opportunities and personal networks
- Follow up with customers to ensure satisfactory service
Requirements
What you’ll need- Excellent problem-solving, phone, and customer service skills
- Familiarity with Microsoft 365 user/group/email/license administration
- Knowledge of basic networking protocols and hardware
- Ability to troubleshoot and resolve network issues
- Excellent verbal and written communication
- Exceptional proficiency with Microsoft Windows operating systems
- Familiarity with MS Windows, Office, and Microsoft 365
- High school diploma, GED, or equivalent
- Prior information technology or systems administration experience preferred
- ERP systems familiarity is a plus
- Familiarity with manufacturing processes is a plus
- Network-related certification is a plus
Benefits
Comp & perks- Competitive pay with incentive opportunities that recognize your results and contributions
- Medical, dental, and vision coverage
- Life and disability insurance programs
- Voluntary benefits options
- Generous paid time off
- Education assistance and tuition support
- Retirement and savings programs