Help Desk Analyst

We are looking for a dependable Help Desk Analyst to support day-to-day technology needs for a retail environment in Albuquerque, New Mexico. This is a long-term contract position.

About the role

The ideal candidate is comfortable assisting non-technical employees, handling a wide range of desktop and account-related problems, and maintaining accurate documentation while contributing to a smooth end-user support experience.

Responsibilities

• Manage incoming support requests by logging, organizing, updating, and closing tickets based on urgency and business impact.
• Provide frontline assistance for Windows 10 and 11, Microsoft 365, Outlook, web browsers, and office printing issues.
• Diagnose and resolve routine hardware problems involving desktops, laptops, monitors, docking stations, scanners, headsets, printers, and mobile devices.
• Perform user account support tasks such as password resets, basic Active Directory maintenance, and onboarding or offboarding preparation.
• Install approved applications and address common software issues to restore user productivity quickly.
• Support basic connectivity troubleshooting for wired and wireless networks, VPN access, IP-related issues, and mapped drive access.
• Prepare, organize, and track equipment for deployment while helping maintain inventory accuracy and orderly IT workspace operations.
• Distinguish widespread service interruptions from isolated incidents and escalate more advanced issues to higher support tiers with complete documentation.
• Contribute to support documentation by updating knowledge resources and recording troubleshooting steps clearly for future reference.
• Other duties as needed.

Requirements

• High school diploma or equivalent required.
• At least 1 year of help desk or IT support experience preferred.
• Working knowledge of Windows operating systems, Microsoft 365, and Outlook in an end-user support setting.
• Familiarity with basic networking concepts, including Wi-Fi, VPN connectivity, and shared drive access.
• Experience with Active Directory account administration such as password changes and user maintenance.
• Ability to communicate technical information clearly and patiently to non-technical users.
• Strong attention to detail with consistent ticket documentation, follow-up, and adherence to IT security practices.

Qualifications

• Associate degree in Information Technology or certifications such as CompTIA A+ or Network+ preferred.
• Background check required prior to employment.

Benefits

• Medical, vision, dental, and life and disability insurance.
• Eligibility to enroll in company 401(k) plan.