Help Desk Analyst

hace 4 semanas

Guadalajara, México Quantum Storage Mexico S. de R.L. de C.V A tiempo completo

You’re joining a team of exceptional leaders and individuals who strive for growth and improvement across our business. The information team plays a crucial role in the success of our organization, and you’ve got a passion for ensuring both our business and customers are protected by creating and improving world-class programs and products.

Job Responsibilities:
Here are the key responsibilities and tasks associated with the role of an IT Helpdesk Technician:

- Diagnose and resolve technical hardware and software issues
- Research questions using available information resources.
- Advise customers on appropriate action.
- Follow standard help desk procedures.
- Log all help desk interactions.
- Administer help desk software.
- Follow up with customers to ensure complete resolution of issues
- Redirect problems to correct resource.
- Identify and escalate situations requiring urgent attention.
- Track and route problems and requests and document resolutions.
- Inform management of recurring problems
- Stay current with system information, changes, and updates.
- Help update training manuals for new and revised software and hardware.
- Train computer users as necessary
- Participant in rotating on-call schedule
- Demonstrate exceptional communication and customer service skills and maintaining a courteous and professional demeanor.
- Ability to effectively troubleshoot and resolve technical issues in a professional manner.
- Assist with maintaining accurate records of all IT assets including hardware, software licenses, and peripherals.

Key Competencies:
Customer Service, Communication, Teamwork and Accountability.
- Experience using Helpdesk Ticking Systems
- Knowledge of networking, backup and data communication systems and procedures
- Strong analytic, troubleshooting skills
- Strong verbal and written communication skills
- Knowledge of and experience with the technologies and systems used by the company, with particular emphasis on Microsoft Operating Systems and software
- Experience using M365 is a plus

**Requirements**:

- Associate's degree or equivalent experience in Information Technology or related field.
- Certification in relevant technologies (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).
- Strong problem-solving and analytical skills.
- Excellent communication and customer service skills.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- 2+ years of prior phone based IT support experience.
- Strong written and oral communication and customer services skills.
- Familiarity with help desk ticketing software including reviewing, assigning, and handling tickets.
- Experience installing a wide variety of hardware and software.
- Advanced knowledge of Microsoft Windows Operating systems 10/11
- Knowledge of wired/wireless network connectivity, PC setup, configuration, and maintenance.
- Prior experience with Active Directory maintenance including password resetting and managing group membership.
- Ability to multitask in a fast-paced team environment.
- Willingness to learn new skills to provide effective support for agency technologies.
- Ability to work independently and within a team.
- Strong problem-solving and analytical abilities.
- Attention to detail and ability to manage multiple priorities.
- Willingness to learn and adapt to new technologies and tools

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