Help Desk Analyst

About the role

We are looking for a Help Desk Analyst to support end users in Syracuse, New York through responsive technical assistance and dependable issue resolution. This long-term contract position is ideal for someone with at least 1 year of experience assisting users with Windows environments, account access, and everyday desktop support needs. The role focuses on delivering timely service, documenting incidents accurately, and helping maintain a smooth and productive user experience.

Responsibilities

• Provide first-line technical support for hardware, software, and access-related issues submitted by end users.
• Investigate and resolve desktop problems involving Microsoft Windows 10 and Windows 11 systems.
• Manage service desk requests by logging, updating, and closing tickets with clear and thorough documentation.
• Support user account maintenance tasks, including password resets and directory-related assistance within Active Directory.
• Troubleshoot common workstation issues by identifying root causes and applying practical fixes or escalation when needed.
• Communicate with users in a clear and attentive manner to gather issue details, explain solutions, and set expectations on resolution timelines.
• Escalate more complex incidents to the appropriate support teams while ensuring continuity and follow-up.
• Contribute to a reliable support operation by tracking recurring issues and sharing observations that may improve service performance.

Requirements

• At least 1 year of experience in a help desk, service desk, or desktop support environment.
• Working knowledge of Active Directory for basic user account and access support.
• Hands-on experience supporting Microsoft Windows 10 and Windows 11 environments.
• Ability to perform basic troubleshooting for common hardware, software, and login issues.
• Familiarity with ticketing systems and standard service desk workflows.
• Strong verbal and written communication skills with a customer-focused approach.
• Ability to manage multiple support requests while maintaining accuracy and responsiveness.