Help desk support analyst

Zer04 is seeking a Tier 1 Helpdesk Support Analyst to serve as the initial point of contact for all technical inquiries across a large enterprise. This position focuses on providing rapid Level I telephone, email, and chat support to ensure minimal downtime for the organization.

Core Responsibilities

• Receive, diagnose, and resolve inbound hardware, software, and network access requests from internal hospital employees.
• Efficiently manage password resets, account lockouts, Multi-Factor Authentication (MFA) validation, and basic Active Directory permissions.
• Document all incidents and service requests in the IT Service Management (ITSM) ticketing tool, ensuring complete notes and correct categorization before escalation.
• Troubleshoot basic localized issues including PC peripheral problems, local network drops, office software suites, and default workstation setups.

Qualifications

• Associate degree in Information Technology, Computer Science, or equivalent corporate experience preferred.
• At least 6 months of experience in an IT service desk environment or technical customer call center.
• Excellent active listening, verbal communication, patience under pressure.
• Functional understanding of Windows OS and MS Office.