Technical Helpdesk Analyst

Roles and Responsibilities of an L2 IT Executive:

Helpdesk Support

· Serve as the first point of contact for employees or customers seeking technical assistance via phone, email, or ticketing systems.

· Troubleshoot and resolve basic IT issues such as login problems, software malfunctions, and network connectivity issues.

· Provide guidance and support for general IT-related questions, directing users to appropriate resources when necessary.

Incident Management

· Log and categorize support requests in the Orion (Ticketing System) IT Service Management (ITSM) system.

· Prioritize and escalate unresolved issues to the next level within the team, ensuring timely resolution of critical issues.

· Provide regular updates to end users regarding the status of their requests, including any steps taken and expected resolution times.

Hardware and Software Support

· Assist users with the installation, configuration, and basic troubleshooting of hardware such as computers, printers, and other peripherals.

· Install and configure software applications, including operating systems, productivity tools, and antivirus software.

· Support mobile devices, laptops, and desktops, ensuring optimal setup and functionality.

Account Management

· Assist with user account creation, password resets, and permissions changes in alignment with organizational policies.

· Ensure compliance with organizational security policies, including enforcing password complexity and account lockout policies.

· Maintain user access to essential resources as per policy, including network drives, email systems, and applications.

Network Support

· Troubleshoot network connectivity issues such as Wi-Fi, VPN, and LAN problems.

· Ensure devices are connected to the correct network, addressing issues related to IP configurations, DNS settings, and network access.

· Provide support to users to ensure their network connectivity remains stable and secure.

Documentation in Orion (Ticketing System)

· Maintain accurate and up-to-date records of all IT issues, resolutions, and user interactions in the ticketing system.

· Update and create knowledge base articles, user guides, and FAQs to help employees troubleshoot common problems independently.

· Document hardware allocations, software installations, and any configuration changes for future reference.

IT Assets/Applications Management

· Track and manage IT assets (computers, phones, peripherals, etc.), ensuring proper documentation of hardware allocations, returns, and repairs.

· Maintain records of software licenses, ensuring compliance with licensing agreements.

User Training

· Provide basic training to end-users on common IT tools and software, including how to use specific systems, perform password resets, and access network drives.

· Educate employees on IT security best practices, such as how to avoid phishing scams, maintain system security, and manage their digital identity.

Software Updates and Patches

· Ensure that operating systems and software applications are up to date with the latest patches and security updates.

· Assist in the deployment of system updates and upgrades, ensuring minimal disruption to end users.

· Report on the status of pending software updates, addressing any issues during the update process.

· Monitor logs and alerts to identify potential issues before they impact operations.

Remote Support

· Provide remote troubleshooting and support to users in different locations or offices.

· Use remote desktop tools and systems to diagnose and resolve user issues effectively without the need for physical presence.

· Maintain a high level of support even when assisting remote or off-site users.

Collaboration with Other Support Teams

· Work closely with System Engineering and Network Operations teams to escalate complex issues that require specialized expertise.

· Collaborate with your leads/manager to identify recurring technical issues, share knowledge, and suggest process improvements.

· Participate in regular team meetings to discuss ongoing challenges, improvement areas, and best practices.

Customer Service

· Provide excellent customer service and maintain professionalism when dealing with end users.

· Manage user expectations by providing clear communication about issue resolutions and timelines, ensuring transparency and satisfaction.

· Be proactive in addressing any concerns