HELPDESK SUPPORT ANALYST

Job Description

Join our IT team and be the first line of defense for our people — keeping systems running, incidents resolved, and technology working for everyone. Location On-site \| Multiple Sites Schedule Shifting Schedule (24/7 coverage) Department Information Technology Reports To IT Manager/Supervisor Experience 1–3 years in IT Support or Helpdesk role Education BS Information Technology, Computer Science, or equivalent The Helpdesk Support Analyst is the first point of contact for all IT-related concerns within the organization. You will be responsible for resolving technical issues, managing IT assets, and ensuring that all employees have the tools and access they need to perform their work effectively. This role is ideal for someone who enjoys hands-on technical work, thrives under pressure, and is looking to build a career path toward systems administration or security operations. TECHNICAL SKILLS \& REQUIRED TECHNOLOGIES Operating Systems \& Endpoints ▸ Proficient in Windows 10/11 installation, configuration, and troubleshooting ▸ Hands-on experience with imaging and reimaging computers (e.g., using tools like Clonezilla, MDT, or WDS) ▸ Basic macOS familiarity is a plus ▸ Hardware diagnostics: identifying and replacing faulty RAM, HDD/SSD, peripherals Productivity \& Collaboration Tools ▸ Microsoft 365 suite: Outlook, Teams, SharePoint, OneDrive — user support and configuration ▸ Active Directory / Azure AD: user account creation, password resets, group policy basics ▸ Remote desktop tools: RDP, AnyDesk, TeamViewer, or similar Networking Fundamentals ▸ Understanding of TCP/IP, DHCP, DNS, and basic LAN/WAN concepts ▸ Wi-Fi access point setup, troubleshooting connectivity issues ▸ Basic switch and router configuration awareness ▸ Familiarity with network monitoring tools (e.g., PRTG, Zabbix, Wireshark basics) Peripheral \& AV Equipment ▸ Printer and MFP maintenance: driver installation, ink/toner tracking, print server basics ▸ Conference room AV: IP phones, projectors, display systems ▸ CCTV systems: DVR/NVR access, footage review and export Buwelo \| IT Department \| Job Opening Confidential — For Recruitment Use Only \| Page 2 ▸ Game consoles and peripheral device management (for employee engagement areas) IT TICKETING \& INCIDENT RESPONSE Ticketing System Proficiency ▸ Experience with ITSM platforms such as GLPI, Jira Service Management, ServiceNow, Zendesk, or equivalent ▸ Ability to log, categorize, prioritize, and escalate tickets accurately ▸ Maintain SLA compliance — understanding of P1/P2/P3 incident severity levels ▸ Generate reports and ticket metrics to support KPI tracking Incident Response ▸ Follow structured troubleshooting methodology: identify, isolate, diagnose, resolve, document ▸ Handle multiple concurrent incidents without loss of quality or SLA breach ▸ Escalate unresolved issues to Tier 2 or vendor support with complete documentation ▸ Conduct post-incident follow-up and communicate resolution status to affected users ▸ Contribute to knowledge base by documenting recurring issues and their solutions BASIC SYSTEMS \& NETWORK ADMINISTRATION While this role is Tier 1 support, familiarity with the following areas will be critical for day-to-day operations and positions you for growth into Tier 2 and beyond: ▸ Active Directory: managing user accounts, OUs, security groups, and basic GPO ▸ File server access: shared folders, permissions, and drive mapping ▸ Basic understanding of server roles (DNS, DHCP, File Server) and when to escalate ▸ VLAN awareness and how to request or troubleshoot port assignments ▸ VPN setup and user access management (corporate VPN clients) ▸ Patch management awareness: understanding Windows Update cycles and endpoint compliance ▸ Cloud basics: familiarity with Microsoft 365 Admin Center for user provisioning SECURITY OPERATIONS (SECOPS) — BASIC AWARENESS Helpdesk Analysts are often the first to detect and report security anomalies. The following foundational SecOps knowledge is expected: ▸ Recognize signs of phishing, social engineering, and malware infection ▸ Follow proper procedures for reporting and containing potential security incidents ▸ Enforce endpoint security policies: screen lock, full-disk encryption, AV compliance ▸ Understand the principle of least privilege and apply it when provisioning access ▸ Familiarity with antivirus/EDR tools (e.g., Windows Defender, Trend Micro, CrowdStrike basics) ▸ Basic awareness of data classification and proper handling of sensitive information ▸ Support IT security audits by providing accurate asset and access records ▸ Understanding of IT compliance frameworks at a conceptual level (ISO 27001, SOC 2\) is a plus Buwelo \| IT Department \| Job Opening Confidential — For Recruitment Use Only \| Page 3 WHAT WE'RE LOOKING FOR ✓ 1–3 years of hands-on IT helpdesk or support experience (BPO environment preferred) ✓ Solid troubleshooting skills across hardware, software, and networking ✓ Experience with at least one ITSM/ticketing platform ✓ Basic understanding of AD, networking, and endpoint security ✓ Strong communication skills — you translate tech to non-tech users clearly ✓ Willing to work shifting schedules including weekends and holidays ✓ Bachelor's degree in IT, Computer Science, or equivalent experience Ready to apply? Send your resume to recruitment@buwelo.com Benefits: Additional leave Company Christmas gift Employee discount Flexible schedule On-site parking Opportunities for promotion Paid training Pay raise Work Location: In person