IT Help Desk Analyst

Summary: Critical Project Services is seeking a qualified IT Help Desk Analyst to assist customers with computer systems, hardware, networking, and software issues. The role involves providing technical support, troubleshooting problems, and maintaining client systems efficiently while ensuring excellent customer service. Responsibilities: - Respond to client inquiries via email, through online chats, over the phone, or in person - Provide technical support to users by identifying, troubleshooting, and resolving issues with client system hardware and software - Help to implement and maintain ConnectWise Manage and control solutions - Troubleshoot and resolve issues related to network connectivity - Coordinate with cabling/security companies for scheduling and installation of structured cabling, IDF, security cameras, and related hardware - Work closely with Cybersecurity team to maintain and rollout tools - Help in the preparation of new devices or reimage existing devices. (estimated of 2 or less new devices by week) - Maintain updated inventory of devices - Provide answers to clients by identifying problems, researching answers, and guiding clients through corrective steps - Improve client references by writing and maintaining documentation - Participate in development of client training programs by identifying learning issues and recommending instructional language - Accommodate client disabilities by recommending devices and techniques - Improve system performance by identifying problems and recommending changes - Update job knowledge by participating in educational opportunities and maintaining personal networks - Follow up with customers to ensure satisfactory service Required Qualifications: - Excellent problem-solving skills, phone skills, and customer service skills - Familiarity with Microsoft 365 user/group/email/license administration - Knowledge of and familiarity with basic networking protocols, hardware, and ability to troubleshoot and resolve network issues - Excellent verbal and written communication - Exceptional proficiency with Microsoft Windows operating systems - Quality focus - PC proficiency - System administration Preferred Qualifications: - High school diploma, GED, or equivalent - Familiarity with MS Windows, Office, and Microsoft 365 - Familiarity with ERP systems is a plus - Network related certification is a plus - Prior information technology or systems administration experience preferred Required Skills: Technical support, Networking troubleshooting, Microsoft 365 administration Important Skills: Microsoft Windows proficiency, System administration Nice-to-Have Skills: Customer service skills, PC proficiency Benefits: Performance-driven rewards – Competitive pay with incentive opportunities that recognize your results and contributions., Comprehensive healthcare – Medical, dental, and vision coverage that supports you and your family’s total well-being., Security and peace of mind – Life and disability insurance programs that provide protection when it matters most., Flexible benefits options – A variety of voluntary benefits so you can personalize coverage to fit your needs., Time to recharge – Generous paid time off to relax, travel, and maintain a healthy work-life balance., Investing in your growth – Education assistance and tuition support to help you build skills and advance your career., Planning for the future – Retirement and savings programs that help you achieve long-term financial confidence.