IT Help Desk Analyst
Lyra Technology Group
- San Francisco, CA
- Permanent
- Full-time
- 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
- 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