remote
IT Help Desk Analyst - Cyrq Energy
Software Engineer
Provide first‑line support for end‑users, diagnosing and resolving hardware, software, and network issues while managing IT assets and maintaining system stability across the organization.
About the role
Key Responsibilities
- Serve as the primary on‑site contact for all hardware, software, network, and peripheral support requests via ticketing system, email, and walk‑up.
- Triage, diagnose, and resolve technical issues for workstations, laptops, printers, monitors, and mobile devices, ensuring minimal downtime.
- Escalate complex problems to the Lead Systems Engineer with thorough documentation and troubleshooting history, and own the resolution process to closure.
- Maintain accurate records of incidents, solutions, and asset inventory in the ticketing system.
- Assist with IT asset management, including procurement, deployment, and decommissioning of equipment.
- Collaborate with the systems team to implement preventive maintenance and improve support workflows.
Requirements
- Proven experience in a help desk or technical support role, preferably in a corporate environment.
- Strong knowledge of Windows operating systems, Active Directory, and common office hardware.
- Familiarity with ticketing systems (e.g., ServiceNow, Jira) and remote support tools.
- Excellent communication skills and a customer‑focused attitude.
- Ability to work independently and manage multiple priorities in a fast‑paced setting.