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Technical Assistance Provider
2 months ago
Opus People Solutions is seeking an experienced IT Service Desk Analyst to join our team. As a key member of our internal IT team, you will play a crucial role in providing technical assistance, troubleshooting, and resolving IT issues for our colleagues across multiple sites.
Key Responsibilities- Technical Support: Provide first-line and second-line technical support to end-users, resolving hardware and software issues promptly and effectively.
- Troubleshooting: Diagnose and troubleshoot hardware, software, and network problems to identify the root cause of issues and implement solutions.
- Hardware and Software Deployment: Build, deploy, configure, and issue hardware and software to support new users, including laptops, phones, and tablets.
- Remote Support: Provide remote support for off-site users and remote offices when necessary.
- Hardware Maintenance: Perform hardware maintenance, including system upgrades, component replacements, and equipment installations.
- Software Support: Assist users with software installations, updates, and configurations, and troubleshoot and resolve software-related issues.
- Network Infrastructure: Assist in the setup, configuration, and maintenance of network infrastructure, including routers, switches, and firewalls.
- User Training: Conduct user training sessions to improve end-users' understanding of IT systems and best practices.
- Documentation: Maintain accurate records of technical issues, resolutions, and system configurations, and create and update documentation for IT procedures and user guides.
- Security Protocols: Assist in implementing and maintaining security protocols and policies to safeguard IT systems and data.
- Vendor Liaison: Liaise with third-party vendors for support and procurement of IT equipment and software.
- Experience: Proven experience in IT support, troubleshooting, and problem-solving in a Microsoft environment.
- Skills: Proficiency in supporting Microsoft products, e.g. Microsoft 365, Active Directory.
- Desirable: IT certifications (e.g. Microsoft, ITIL) and knowledge of ITIL best practices.
