Help Desk Analys

Role Description This part-time remote Help Desk Analyst role at RR Caram Sistemas Construtivos focuses on providing first-line technical assistance to internal users and clients. The Help Desk Analyst will respond to support tickets, emails, and calls, accurately log issues, and follow standardized procedures to diagnose and resolve technical problems. Daily activities include troubleshooting desktop computers, peripherals, basic network connectivity, and common software applications, as well as escalating complex incidents to higher-level support when necessary. The role also involves guiding users through step-by-step solutions, documenting resolutions for a knowledge base, and contributing to continuous improvement of help desk processes. Collaboration with other IT team members and clear, respectful communication with users are essential.
Qualifications

• Demonstrated experience in Technical Support and Help Desk Support, including handling tickets, calls, and remote assistance tools.
• Strong Troubleshooting skills for desktop computers, peripherals, operating systems, and common office applications.
• Customer Support abilities, including active listening, clear communication, and a service-focused approach to user interactions.
• Familiarity with desktop computers, basic networking concepts, and standard IT tools used in remote support environments.
• Ability to prioritize and manage multiple support requests while maintaining accurate documentation of issues and resolutions.
• Strong problem-solving mindset, attention to detail, and willingness to learn new technologies and procedures.
• Prior experience in a help desk or IT support role and relevant certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
• Reliable internet connection and a suitable remote work environment to provide consistent, secure support.