JR IT Helpdesk Analyst at Solvo Global

Are you passionate about technology and enjoy solving technical challenges that make a real impact on users' day-to-day experience? We are looking for an IT Support Analyst who is customer-focused, proactive, and eager to deliver exceptional IT support across the organization.

What You'll Do

• As an IT Support Analyst, you will provide both onsite and remote technical support, ensuring the optimal performance of IT services, devices, and business-critical applications.

Key Responsibilities

• Provide first and second-level technical support for hardware, software, and end-user devices.

Prepare and configure computers and workstations, including:

• Windows Operating Systems
• BitLocker
• Device Drivers
• Network Configuration
• Microsoft 365
• VPN Solutions
• VoIP Services
• Endpoint Management Tools
• Endpoint Detection & Response (EDR)
• .NET Framework
• Java
• Install and configure software and specialized applications required by business units and client operations.
• Troubleshoot and resolve hardware, software, network, connectivity, electrical, and peripheral device issues.
• Diagnose and resolve complex network incidents using monitoring tools and troubleshooting methodologies based on the OSI Model.
• Manage and maintain IT asset inventories, ensuring proper tracking and assignment of equipment.
• Accurately document, update, and close support tickets within the IT Service Management (ITSM) platform, following established procedures and SLAs.
• Serve as the primary IT Point of Contact for smaller branches, offices, or accounts, ensuring timely resolution of technical needs.
• Provide remote technical support to end users, customers, and executive-level stakeholders through chat, phone, and remote assistance tools.
• Coordinate equipment deployments, relocations, and installations according to business and operational requirements.

What We're Looking For

Technical Qualifications

• Experience providing IT Help Desk, Technical Support, or Service Desk support.
• Strong knowledge of Windows Operating Systems, Microsoft 365, VPNs, and VoIP solutions.
• Experience working with ITSM platforms and ticket management systems.
• Knowledge of endpoint management and cybersecurity tools.
• Understanding of network fundamentals and troubleshooting.
• Experience managing IT assets and equipment inventories.

Soft Skills

• Strong customer service and communication skills.
• Excellent problem-solving and analytical abilities.
• Ability to prioritize tasks in a fast-paced environment.
• Strong attention to detail and sense of ownership.
• Team-oriented mindset with a proactive attitude.
• Ability to communicate effectively with users at all organizational levels, including executives.

Why Join Us?

• Career growth and professional development opportunities.
• Exposure to modern technologies and enterprise environments.
• Collaborative and supportive team culture.
• The opportunity to make a direct impact on employee and customer experience.