Job Description

We are seeking a skilled and customer-focused IT Help Desk L1/L2 / Desktop Support Analyst to provide hands-on technical assistance and support for hardware, software, and network-related issues. The ideal candidate will have strong troubleshooting abilities, excellent communication skills, and the ability to work in a fast-paced environment.

Key Responsibilities

• Provide day-to-day technical support to end users for desktop, laptop, hardware, and software issues.

• Troubleshoot and resolve problems related to operating systems, applications, and workstation configurations.

• Configure and install workstations for new users, and perform upgrades on existing equipment and software.

• Set up, maintain, and troubleshoot network and telecommunication systems.

• Diagnose and resolve LAN, server, and connectivity issues.

• Utilize a ticketing system to track, prioritize, and document support requests.

• Re-image computers, perform data migrations, data backups, and restoration activities.

• Provide remote support and problem resolution as needed.

• Maintain an understanding of hardware components, system configurations, and software tools.

Required Skills & Qualifications

• Proven experience in IT Help Desk, Desktop Support, or Technical Support role (L1/L2).

• Strong knowledge of hardware components, computer systems, and troubleshooting techniques.

• Experience with Windows OS, standard productivity software, and system configurations.

• Familiarity with networking concepts (LAN/WAN, servers, connectivity, VPN).

• Experience using a ticketing system (ServiceNow, Jira, Zendesk, or similar).

• Ability to manage multiple tasks with strong attention to detail.

• Excellent communication and customer service skills.

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, or similar (preferred but not required).

• Experience with Active Directory, user account management, remote support tools, and imaging technologies.