VOL-Helpdesk Analyst

The Helpdesk Analyst provides first-level technical support to employees across the organization, ensuring timely resolution of hardware, software, network, and account-access issues. This role is critical in

maintaining smooth IT operations, delivering excellent customer service, and escalating more complex issues to senior IT staff when necessary.

Technical Support

• Serve as the first point of contact for all IT support requests via ticketing system, email, phone, or in-person.
• Troubleshoot and resolve issues related to hardware, software, printers, mobile devices, and network connectivity.
• Create, modify, and disable user accounts in accordance with IT security procedures.
• Install, configure, and maintain laptops, desktops, peripherals, and approved software.
• Monitor and respond to incoming support tickets, ensuring timely resolution and appropriate escalation.

System & Equipment Maintenance

• Perform routine system checks, updates, and preventative maintenance on equipment.
• Assist with onboarding and offboarding processes including device setup and retrieval.
• Support inventory management of IT equipment, licenses, and accessories.

Customer Service

• Provide clear, professional communication and exceptional customer support to employees at all levels.
• Document troubleshooting steps and resolutions within the ticketing system.
• Educate users on IT policies, best practices, and system functionality.

Collaboration & Continuous Improvement

• Escalate complex issues to senior IT staff or external vendors as required.
• Participate in IT projects including upgrades, rollouts, and process improvements.
• Assist with cybersecurity initiatives, including monitoring potential risks and promoting good security hygiene.