IT Helpdesk Analyst

Role Overview: As an IT Helpdesk Analyst at CertifyOS, you will play a crucial role in providing Tier 1 frontline support to our organization. You will be responsible for addressing incoming IT requests promptly and efficiently, ensuring smooth operations for our 300 employees. Collaborating closely with the senior team, you will contribute to maintaining our IT assets and enhancing our self-service knowledge base.

Key Responsibilities

• Incident Resolution:
• Diagnose and resolve common Level 1 technical issues such as password resets, VPN access connectivity, email configuration, and basic hardware troubleshooting.
• Asset Lifecycle Management:
• Assist in the physical inventory, setup, and deployment of new end-user hardware (laptops, monitors) and peripherals for all employees.
• Documentation & Knowledge Base:
• Create and update FAQs and troubleshooting documentation to enhance the IT knowledge base, facilitating user self-service and reducing ticket volume.
• Escalation:
• Effectively triage complex issues and escalate them to senior IT staff for timely resolution.

Qualifications

• Basic understanding of computer hardware, software, and networking concepts.
• Strong problem-solving skills and a service-oriented mindset.
• Ability to communicate technical steps clearly to non-technical users.
• Eagerness to learn and develop skills within an IT infrastructure environment.

Additional Details: At Certify, we pride ourselves on fostering a meritocratic environment where every individual's voice is valued and celebrated. Founded on principles of trust, transparency, and accountability, we continuously challenge the status quo. Our team members bring over 25 years of combined experience in building provider data systems, backed by top-tier VC firms.

We are dedicated to creating an inclusive workplace that celebrates diversity and welcomes applicants from all backgrounds to join our vibrant community.

Role Overview: As an IT Helpdesk Analyst at CertifyOS, you will play a crucial role in providing Tier 1 frontline support to our organization. You will be responsible for addressing incoming IT requests promptly and efficiently, ensuring smooth operations for our 300 employees. Collaborating closely with the senior team, you will contribute to maintaining our IT assets and enhancing our self-service knowledge base.

Key Responsibilities

• Incident Resolution:
• Diagnose and resolve common Level 1 technical issues such as password resets, VPN access connectivity, email configuration, and basic hardware troubleshooting.
• Asset Lifecycle Management:
• Assist in the physical inventory, setup, and deployment of new end-user hardware (laptops, monitors) and peripherals for all employees.
• Documentation & Knowledge Base:
• Create and update FAQs and troubleshooting documentation to enhance the IT knowledge base, facilitating user self-service and reducing ticket volume.
• Escalation:
• Effectively triage complex issues and escalate them to senior IT staff for timely resolution.

Qualifications

• Basic understanding of computer hardware, software, and networking concepts.
• Strong problem-solving skills and a service-oriented mindset.
• Ability to communicate technical steps clearly to non-technical users.
• Eagerness to learn and develop skills within an IT infrastructure environment.

Additional Details: At Certify, we pride ourselves on fostering a meritocratic environment where every individual's voice is valued and celebrated. Founded on principles of trust, transparency, and accountability, we continuously challenge the status quo. Our team members bring over 25 years of combined experience in building provider data systems, backed by top-tier VC firms.

We are dedicated to creating an inclusive workplace that celebrates diversity and welcomes applicants from all backgrounds to join our vibrant community.