IT Help Desk Analyst

The IT Help Desk Analyst provides first-level technical support to internal users, helping resolve hardware, software, and network issues. This onsite role in Birmingham, AL focuses on diagnosing problems, documenting outcomes in the ticketing system, and collaborating with IT teams to address more complex incidents.

Key Responsibilities

• Deliver first-level technical support to end-users in-person or via phone, e-mail, or chat, diagnosing and resolving hardware, software, and network-related issues.
• Walk users through troubleshooting steps using clear, concise instructions to resolve common technical problems.
• Maintain working knowledge of the organization’s technology environment, including software applications, network infrastructure, and security protocols.
• Use remote desktop tools to troubleshoot and resolve issues on users’ devices.
• Record and track user requests, incidents, and resolutions in the help desk ticketing system with accurate, timely documentation.
• Collaborate with IT team members to escalate complex issues to appropriate departments or higher-level support teams.
• Support setup, configuration, and deployment of desktops, laptops, mobile devices, and peripherals.
• Assist users with basic technical tasks such as software installations, password resets, and account setup.
• Monitor and maintain IT equipment inventory to ensure hardware and software assets are tracked and managed.
• Contribute to user-facing documentation, knowledge base articles, and self-help resources.
• Identify recurring issue trends from user reports and propose improvements to IT services to reduce repeat problems.
• Participate in IT projects, upgrades, and system maintenance as needed, providing technical expertise and support.
• Use approved AI tools to help speed up troubleshooting, draft knowledge base articles, and document fixes.

Required Qualifications

• Strong technical aptitude and a genuine interest in troubleshooting and problem-solving.
• Excellent interpersonal and communication skills, both written and verbal.
• Customer-focused approach with a commitment to delivering exceptional user support.
• Familiarity with standard operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, Trello, M365 Admin, Zendesk, etc.).
• Basic understanding of networking concepts and protocols.
• Ability to multi-task and prioritize activities.
• Ability to learn concepts and software platforms quickly.
• Ability to troubleshoot software issues and determine root causes.
• Working experience using AI tools for troubleshooting and documentation (Copilot, ChatGPT, Claude, or similar).
• Professional judgment and decision-making, including considering relative costs and benefits of potential actions.
• Critical thinking using logic and reasoning to evaluate solutions and approaches to problems.
• Effective written communication aligned to the needs of the audience.
• Team participation skills to build healthy working relationships and support team and company goals.
• Exceptional planning and organizational skills.
• Positive work attitude that is professional, responsive, and welcoming.
• Demonstrated resourcefulness, flexibility, initiative, and a strong work ethic.

Preferred Qualifications

• Experience with help desk ticketing systems and remote support tools is a plus.
• IT certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications are advantageous.

Education and Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 2-4 years of experience preferred.

Tools and Technologies

• Windows, macOS, Linux
• Microsoft Office, Trello, M365 Admin, Zendesk
• Remote desktop tools
• CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate
• Copilot, ChatGPT, Claude

Location and Work Setting

Birmingham, AL (onsite)