IT Help Desk Analyst

Tech Support Hialeah, Florida, United States

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Summary

Experience using Microsoft Admin Center. Creation/Deletion of Microsoft accounts for onboarding/terminated users. Creation of email groups for different departments.
Responsible setting up phone groups and adding users to their appropriate phone group, setting up route calls, web fax accounts for the users using our AI-powered platform in Intermedia.
Experience in the setting up of equipment in workstations of new offices located out of state. Assistance with the setting up of the network devices such as switches, routers, access points and the patching of the cables.
Responsible for receiving and answering incoming support requests, which may come through various channels, such as phone, email, chat or ticketing systems.
Diagnose and resolve technical issues reported by the users. This involves working with hardware, software or network-related issues.
Re-imaging of computers and setting up the user account and completing their profile with the necessary software and applications needed for their daily use.
Maintain detailed records of support requests, including the steps taken to resolve the issue and any relevant information.

Responsible for escalating issues above my level to the appropriate individual.
Provide training and support to end-users such as explaining software features or providing guidance on best practices.
Responsible for keeping up to date with the latest technological developments and updating the knowledge base with relevant information.
Setup equipment for conference virtual meetings using Zoom and Microsoft Teams.
Experience with Remote Desktop Connection, Quick Assist and TeamViewer.
Contact and coordinate with vendors for maintenance and troubleshooting of equipment on site.
Responsible for the inventory of all hardware devices on-site and updating our inventory list via Spiceworks.