Help Desk Analyst

About the role

This position involves providing first-level technical support for end-users within an IT service environment. The role requires troubleshooting, resolving incidents, and managing service requests for internal employees, contractors, and interns. It offers an opportunity to work in a dynamic and fast-paced setting, supporting a broad range of hardware, software, and enterprise applications. The position is suitable for individuals with prior experience in help desk or desktop support roles seeking to contribute to a collaborative IT support team.

Responsibilities

• Diagnose, troubleshoot, and resolve issues related to Windows operating systems, Microsoft 365 services, and mobile devices.
• Support Citrix virtual environments, enterprise applications, remote access, VPN, and network connectivity problems.
• Deliver professional customer service through clear communication and active listening to both technical and non-technical users.
• Document, track, and manage incidents and service requests using ServiceNow, ensuring timely resolution within established service levels.
• Assist with user onboarding, access provisioning, password resets, and Multi-Factor Authentication enrollment.
• Utilize troubleshooting tools and knowledge articles to efficiently resolve or escalate issues.
• Follow security policies and data protection standards to ensure system integrity and confidentiality.
• Collaborate with team members and other support groups to address complex issues and enhance service quality.
• Participate in project work, process improvements, and testing related to IT support services.
• Support the adoption of workplace technologies and participate in after-hours on-call rotations for support beyond standard hours.

Requirements

• A minimum of two (2) years of experience in a Service Desk, Help Desk, or desktop support role.
• Proven experience supporting enterprise technologies in large corporate or utility environments preferred.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certifications, or ITIL Foundations are advantageous.
• Strong interpersonal skills, with the ability to communicate effectively with technical and non-technical stakeholders.
• Skilled in troubleshooting Windows 10/11, Microsoft 365, mobile device management, Citrix, VPN, and network connectivity issues.
• Ability to independently prioritize tasks, analyze issues, and follow through with documenting solutions.
• Excellent customer service orientation with sound judgment and problem-solving skills.
• Availability to work scheduled shifts within the core hours of 6:30 AM to 5:00 PM, Monday through Friday.
• Must have a valid driver’s license and reliable internet service for remote work capabilities.
• Reside within a 60-minute commute of the reporting location.
• Eligible to work legally within the United States and pass all background screening requirements.

Pay

$20.00 – $23.00 hourly

Schedule

This position is based in office and requires the employee to work on-site during core hours of 6:30 AM to 5:00 PM, Monday through Friday.