Help Desk Analyst

SummaryBalfour Beatty is seeking a Help Desk Analyst to join our information technology team in Dallas TX. This is a hybrid position that allows the employee to work three days a week at the office and two days a week at FunctionsEnd-User SupportProvide first-level technical support to employees via phone email chat and ticketing systems. Troubleshoot and resolve basic hardware software printing Microsoft Office and connectivity complex issues to higher-level IT support teams when Handling & Customer ServiceAnswer incoming service desk calls in a professional and timely excellent customer service while assisting users with technical requests and incidents. Maintain clear communication with users throughout the support ManagementCreate update manage and resolve service desk tickets within the IT ticketing platform. Document troubleshooting steps resolutions and user communications accurately and Setup & Basic TroubleshootingAssist with setup deployment and troubleshooting of desktops laptops monitors printers mobile devices and standard software Team CollaborationParticipate in IT team meetings training sessions and operational with other IT staff to improve service desk operations and end-user support other duties as / CertificationsHigh school diploma or equivalent required. Associate degree in Information Technology Computer Science or related field industry certifications such as the following are beneficial: CompTIA A Google IT Support Certification Microsoft Fundamentals CertificationsEquivalent technical experience may substitute for formal RequirementsBasic understanding of Windows operating systems and Microsoft Office customer service and communication to troubleshoot basic hardware software and connectivity with service desk ticketing systems or customer support environments to multitask and manage multiple support requests in a fast-paced written and verbal communication to work independently and within a team to learn new technologies and customer service or technical support experience preferred but not RequirementsExperience with Microsoft 365 / Office 365 knowledge of networking concepts including WiFi VPN and supporting remote users and hybrid work using remote support tools and ticketing SkillsStrong customer service orientation and user support to communicate technical issues clearly to non-technical problem-solving and analytical to manage multiple priorities -motivated with a willingness to learn and grow within IT -oriented with the ability to collaborate effectively with IT staff and business ConditionsTypical Physical Demands: Regularly use hands to manipulate phones computers keyboards and office equipment. Sit and stand for extended periods while performing support activities. Occasionally lift and move computer equipment and office supplies up to 25 Work Conditions: Once training is completed the work is performed in an office environment on a hybrid schedule (three days a week at the office two days a week at home). Employee frequently interacts directly with employees managers and IT staff during the workday.