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IT Help Desk Analyst
Critical Project Services. Respond to technical inquiries via email, online chat, phone, and 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 customer 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
TroubleshootingDevice PreparationNetwork ProtocolsMicrosoft WindowsMicrosoft OfficeConnectWise ManageConnectWise ControlDevice Inventory ManagementClient Training DevelopmentSystem Performance Analysis
Soft Skills
Problem-SolvingVerbal CommunicationWritten CommunicationCustomer ServiceCollaboration
Tools & Technologies
Microsoft 365ERP SystemsCybersecurity ToolsWorkstation MaintenanceOnline Chat Support
Certifications & Qualifications
Network-Related Certification
Industry Keywords
Information TechnologySystems AdministrationManufacturing ProcessesClient Disabilities Accommodation
Tech Stack
Tools & technologiesCyber SecurityERP
About the role
Key responsibilities & impact- Respond to technical inquiries via email, online chat, phone, and in person
- Provide technical support by researching questions, troubleshooting problems, and maintaining workstations
- Help implement and maintain ConnectWise Manage and Control solutions
- Collaborate with the Cybersecurity team to maintain and roll out tools
- Prepare new devices and reimage existing devices
- Maintain updated device inventory
- 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
- Follow up with customers to ensure satisfactory service
Requirements
What you’ll need- Excellent problem-solving, phone, and customer service skills
- Ability to lift up to 20 pounds, with or without reasonable accommodation
- 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
- Proficiency with Microsoft Windows operating systems
- Familiarity with MS Windows, Office, and Microsoft 365
- High school diploma, GED, or equivalent
- Familiarity with ERP systems is a plus
- Familiarity with manufacturing processes is a plus
- Prior information technology or systems administration experience preferred
- Network-related certification is a plus
Benefits
Comp & perks- Competitive pay with incentive opportunities
- 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