Helpdesk Analyst

We are seeking a dedicated and knowledgeable Helpdesk Analyst to join our IT support team. The successful candidate will be responsible for providing technical assistance and support to end-users, resolving issues related to computer systems, software, and hardware. As the first point of contact for all IT-related queries, the Helpdesk Analyst will ensure a high level of customer satisfaction. This position is critical in promoting a positive customer relationship and requires a strong customer service orientation and excellent interpersonal skills to provide effective support to a diverse population.

Your primary focus will be to provide first-level IT support to RSI staff members, including helping them learn how to use new systems, resetting passwords, and addressing other tier 1 help desk issues. This is a 24/7 Hybrid position.

What You'll Do:

• Serve as a primary point of contact for end-user technical support, independently assessing issues and determining appropriate solutions across hardware, software, and network environments.
• Apply sound judgment to diagnose, prioritize, and resolve technical issues, ensuring timely and effective outcomes aligned with business needs.
• Act as a trusted advisor to employees by promoting IT and Information Security best practices and ensuring adherence to corporate policies.
• Manage and document support requests within the ticketing system, ensuring accuracy, completeness, and appropriate prioritization.
• Determine when escalation is necessary and coordinate with internal teams or external vendors to drive resolution.
• Configure, implement, and maintain end-user systems, applications, and devices, ensuring optimal performance and usability.
• Provide guidance, training, and documentation to users to improve system adoption and reduce recurring issues.
• Proactively monitor system performance and identify trends or recurring issues, recommending solutions to improve efficiency and stability.
• Support IT asset lifecycle management, including tracking, maintenance, and optimization of hardware and software resources.
• Contribute to IT projects and initiatives by providing technical expertise, recommendations, and hands-on support.
• Stay informed on emerging technologies, tools, and best practices to continuously improve service delivery and user experience.
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What You'll Bring:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 1+ years of experience in a Helpdesk Analyst, IT Support, or similar role, with demonstrated ability to independently resolve technical issues.
• Strong working knowledge of Microsoft 365 applications and collaboration tools.
• Familiarity with ITIL principles and service management practices.
• Demonstrated ability to troubleshoot and resolve complex technical issues across operating systems (Windows, macOS, Linux) and common business applications.
• Experience with helpdesk ticketing systems and remote support tools.
• Strong communication skills with the ability to translate technical concepts into clear, user-friendly guidance.
• Proven ability to manage competing priorities and make informed decisions in a fast-paced environment.
• Strong problem-solving and critical thinking skills with the ability to work independently and exercise sound judgment.
• Experience advising users on best practices and preventative solutions.
• Certifications such as CompTIA A+, MCITP, or similar are a plus.
• High level of ownership, accountability, and commitment to continuous improvement.
• Able to travel occasionally both domestically and international #LI-HYBRID