ReefPoint Group · 1 day ago
Help Desk Analyst I
San Antonio, TX
Full-time
Onsite
Mid Level
4+ years expReefPoint Group is a company that values integrity, service, curiosity, and boldness. They are seeking a Help Desk Analyst I to serve as the first point of contact for employees experiencing issues with computers and software, diagnosing and resolving end-user issues while providing excellent customer service.
ConsultingProfessional ServicesInformation TechnologyBusiness DevelopmentManagement Consulting
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Serve as first point of contact for employees experiencing issues with computers, software, hardware, and peripherals
Diagnose, troubleshoot, and resolve end-user issues related to desktops/laptops, printers, mobile devices, email, operating systems, and standard business applications
Receive and respond to support requests via ticketing system, phone, and email; prioritize and escalate issues as appropriate
Ask targeted questions to determine root cause of user issues and guide users through resolution steps
Perform basic hardware and software troubleshooting, configuration, and testing
Install, configure, and maintain end-user hardware, software, and peripheral equipment following established procedures
Document issues, resolutions, and procedures clearly within the ticketing system
Develop or update basic user guides, FAQs, and job aids as needed
Provide one-on-one or small-group training to users on standard systems and tools
Follow up with users to ensure issues are fully resolved and customer satisfaction is met
Collaborate with internal IT team members to research recurring issues and support continuous improvement
Qualification
Required
High School Diploma or equivalent required
Minimum of 4 years of hands-on help desk or end-user support experience required; a bachelor's degree may be substituted for years of experience
Working knowledge of Windows operating systems, Microsoft 365, email systems, and standard office software
Experience troubleshooting common hardware issues (PCs, printers, monitors, peripherals)
Familiarity with ticketing systems and basic IT service management practices
Strong customer service skills with the ability to communicate technical information clearly to non-technical users
Ability to manage multiple support requests and meet response and resolution expectations
Company
ReefPoint Group
ReefPoint Group, LLC is a Service-Disabled Veteran Owned Small Business that was founded by Naval Academy graduates in 2008 who saw an opportunity to make a change and continue serving others to help ensure our nation’s Veterans and military servicemembers receive the finest healthcare and support services.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase