Job Title

IT Helpdesk Analyst 

Job Cd

Rev. Date

May 2026

Job Class

Professionals

Job Grade

AON 234

Functional Area

Inf Technology- Comm & Infrastructure

Job Owner

IT Business Processes Director

Position Summary

Provides first‑level technical support to end users while ensuring continuity of IT operations. This role supports desktops, mobile devices, applications, and peripherals, and acts as a key operational backup for the IT Infrastructure Manager during absences. The position also supports cybersecurity initiatives, incident response activities, and IT controls.

Position Essential Functions 

Main Responsibilities 

Help Desk & User Support

• Receive and manage service tickets.
• Provide first-line support for hardware and software issues, escalating when necessary.
• Configure new computers, install applications, printers, and other peripherals.
• Respond to account lockouts, password resets, and access issues promptly.
• Diagnose and resolve basic hardware/software problems, coordinate warranty repairs with vendors.
• Restore and classify replaced computers for recycling, donation, or reuse.
• Assist with mobile device setup, account access issues, and insurance claims for damaged or stolen devices.
• Support onboarding by creating user accounts, setting up MFA, and configuring dashboards and applications.

User & Endpoint Support

• Provide Level 1 support for hardware, software, connectivity, and mobile devices.
• Configure laptops, desktops, printers, smartphones, and tablets.
• Document and resolve tickets using the Help Desk platform.

Coverage During IT Infrastructure Manager Absence

• Perform primary operational tasks of the IT Infrastructure Manager during planned or unplanned absences.
• Monitor critical IT services and escalate infrastructure or security incidents as required.
• Coordinate with vendors and service providers to maintain operational continuity.

Cybersecurity Support

• Support cybersecurity initiatives including endpoint security, access management, and policy compliance.
• Assist with security incident identification, documentation, and response activities.
• Support audits, vulnerability remediation efforts, and security awareness initiatives.

Warranty, Insurance & Vendor Coordination

• Manage hardware warranty and insurance claims for damaged, lost, or stolen equipment.
• Maintain documentation and evidence for claims and audits.

Job Requirements Experience, Skills and Formal Educ

Required Skills and Qualifications

• Associate degree in Information Technology, Computer Science or related field; Bachelor’s preferred.
• Minimum 1+ years of experience of Helpdesk or Technical Support
• Working knowledge of Windows, Microsoft 365, networking fundamentals and endpoint security.
• Excellent problem-solving and communication skills.
• Bilingual (English/Spanish), verbal and written.

Preferred Skills & Certifications

• Customer Focus – Demonstrates a strong service orientation and timely response to user needs. 
• Technical Troubleshooting – Effectively diagnoses and resolves IT issues using structured approaches. 
• Communication – Clearly communicates technical information to non‑technical users. 
• Documentation & Organization – Accurately documents incidents, assets, and resolutions. 
• Cybersecurity Awareness – Applies security best practices and supports incident response activities. 
• Operational Reliability – Performs consistently under pressure and during coverage responsibilities. 
• Adaptability – Adjusts effectively to changing priorities, technologies, and environments. 
• Team Collaboration – Works effectively with IT staff, vendors, and business users.

Competency Profile Matrix

To perform the job successfully, an individual should demonstrate the following competencies: 

• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions.

• Communications - Expresses ideas and thoughts clearly for all types of audiences. Verbally and written forms. Exhibits good listening and comprehension.

• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; contributes to building a positive team spirit.

Basic Competencies

• Ethics - Treats people with respect; keeps commitments; works with integrity and principles; upholds organizational values.

• Organizational Support - Follows policies and procedures; supports organization's goals and values.

• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives.

• Safety and Security - Observes safety and security procedures.

Physical / Work Conditions

In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable employee accommodation for physical or mental disabilities will be considered on a case-by-case basis. While performing duties the employee is required to do management presentations and attend meeting. Position may require working evenings and weekends, attending remote meetings and traveling in or outside the country.

Company Conformance

In the performance of respective tasks and duties, in accordance with the organizational & functional competencies models, the employee is expected to successfully perform quality work within deadlines with or without supervision, interact professionally with other employees, customers and suppliers; work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.