IT Help Desk Analyst

$60,000 - $65,000/Yr

Lyra Technology Group - San Francisco, CA

Full-time - Entry Level

San Francisco, CA

1,001-5,000 employees

About the position

Lyra Technology Group is seeking an IT Help Desk Analyst for one of our operating companies, Cross the Divide. This individual will support Cross the Divide clients with all manner of IT help desk tickets, projects, maintenance, and troubleshooting. The role involves performing troubleshooting on client/server, networking, hardware/software, computer devices, and end-user applications. The IT Help Desk Analyst will be responsible for updating and resolving Help Desk tickets in a professional and timely manner, escalating tickets as needed to appropriate team members, and educating users on applications and resolutions in a prompt and professional manner. Additionally, the analyst will execute IT projects, prioritize IT projects with help desk tickets, and adjust workload as necessary. Maintaining and improving internal documentation, workflows, guides, and processes, as well as the external help center, is also a key responsibility. Collaboration with team members to ensure high levels of customer support and satisfaction is essential, along with supporting after-hours maintenance, projects, and migrations.

Responsibilities

• Perform troubleshooting on client/server, networking, hardware/software, computer devices, and end-user applications.
• Update and resolve Help Desk tickets in a professional and timely manner.
• Escalate tickets as needed to appropriate team members.
• Educate users on applications and resolutions in a prompt and professional manner.
• Execute IT projects.
• Prioritize IT projects with help desk tickets and adjust workload as necessary.
• Maintain and improve internal documentation, workflows, guides, and processes.
• Maintain and improve external help center.
• Collaborate with team members to ensure high levels of customer support and satisfaction.
• Support with after-hours maintenance, projects, and migrations.

Requirements

• Advanced knowledge of Microsoft Windows including configuration, driver installation, and general troubleshooting.
• Advanced knowledge of Microsoft Office and Outlook.
• Basic knowledge of Microsoft Teams, PC hardware and repair, Active Directory, Windows file-sharing and permissions.
• Basic knowledge of networking in a Microsoft environment (TCP/IP, DHCP, etc.).
• 4+ years of experience in an IT technical support/customer service role.
• Strong level of client service experience.
• Ability to work with and communicate effectively with all levels of staff, clients and other IT personnel.
• Self-motivated, disciplined, and able to execute tasks and make independent decisions.