Jr Helpdesk Analyst at Solvo Global

About the Role

• We are looking for a Junior Help Desk Analyst to join our IT team. In this role, you will provide on-site and remote technical support, ensuring the optimal performance of hardware, software, and IT services across the organization. You will act as a key point of contact for users, troubleshooting technical issues, managing IT assets, and delivering an excellent support experience.

Key Responsibilities

• Provide on-site and remote technical support for hardware, software, and IT infrastructure.
• Install, configure, and maintain operating systems, drivers, Office 365, VPNs, VoIP solutions, and endpoint management tools.
• Prepare and deploy computers with required business and security configurations, including BitLocker, Endpoint Detection & Response (EDR), .NET Framework, Java, and network settings.
• Troubleshoot and resolve hardware, software, network, peripheral, and connectivity issues.
• Diagnose network-related incidents using monitoring tools and troubleshooting methodologies based on the OSI model.
• Manage and maintain accurate records of IT asset assignments and inventory.
• Support workstation moves, installations, and equipment deployment according to business requirements.
• Ensure timely documentation, tracking, and resolution of incidents and requests through the ITSM platform following established procedures.
• Serve as the primary IT point of contact for assigned branches, departments, or accounts.
• Provide remote assistance to employees, customers, and executive stakeholders through chat, phone, and other approved communication channels.
• Collaborate with IT teams to improve service delivery and user satisfaction.

Qualifications & Technical Skills

• Experience providing technical support in a Help Desk, Service Desk, or IT Support environment.
• Knowledge of Windows operating systems, Office 365, networking fundamentals, VPNs, and VoIP technologies.
• Experience with computer imaging, deployment, and endpoint management tools.
• Understanding of IT asset management and inventory control.
• Familiarity with cybersecurity tools such as BitLocker and Endpoint Detection & Response (EDR).
• Basic knowledge of .NET Framework and Java installation/configuration.
• Ability to diagnose and troubleshoot network issues using OSI model concepts.
• Experience working with ITSM ticketing systems.

Soft Skills

• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Problem-solving and analytical thinking.
• Ability to work independently and manage multiple priorities.
• Strong organizational skills and attention to detail.
• Team player with a proactive mindset.