Help Desk Analyst

About the role

We are seeking a customer-focused Help Desk Analyst to join our IT Support team. This role serves as the first point of contact for employees experiencing technical issues and is responsible for providing prompt, professional support across hardware, software, account access, and basic networking concerns. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional customer service. This position provides an excellent opportunity to grow technical skills while supporting a diverse end-user environment and gaining exposure to Tier 2 support responsibilities.

Responsibilities

End User Support

• Respond to and resolve incoming support requests submitted via ticketing system, phone, email, and chat.
• Provide first-level technical support for desktops, laptops, mobile devices, printers, and common office applications.
• Deliver outstanding customer service while effectively communicating technical information to non-technical users.
• Maintain consistent communication with users regarding ticket status, resolution progress, and next steps.

Account & Access Management

• Reset passwords and assist with account-related issues.
• Provision, modify, and disable user accounts following established procedures.
• Support Active Directory and Microsoft 365 user administration tasks.
• Ensure compliance with security and access control policies.

Troubleshooting & Incident Resolution

• Diagnose and resolve hardware, software, operating system, and application-related issues.
• Troubleshoot basic networking issues involving connectivity, VPN access, wireless networks, and peripheral devices.
• Follow documented troubleshooting processes and knowledge base articles to resolve incidents efficiently.
• Escalate complex or unresolved issues to Tier 2 support teams while ensuring proper documentation and handoff.

Desktop Deployment & Technical Support

• Assist with computer imaging, deployment, setup, and workstation configuration.
• Install, configure, and troubleshoot software applications and hardware devices.
• Support employee onboarding by preparing and deploying equipment for new hires.
• Perform routine system updates and basic maintenance tasks.

Documentation & Process Adherence

• Accurately document incidents, troubleshooting steps, resolutions, and customer interactions within the ticketing system.
• Contribute to internal knowledge base documentation and support procedures.
• Adhere to service level agreements (SLAs) and incident management processes.

Growth & Development

• Support Tier 2 troubleshooting activities as needed based on workload and business needs.
• Continuously expand technical knowledge through training, certifications, and hands-on experience.
• Participate in team meetings, knowledge-sharing sessions, and process improvement initiatives.

Requirements

• Strong customer service and interpersonal skills.
• Excellent verbal and written communication abilities.
• Basic understanding of: Windows Operating Systems, Microsoft 365, Active Directory, hardware and peripheral support, basic networking concepts.
• Ability to troubleshoot technical issues using logical problem-solving methods.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Previous Help Desk, Service Desk, Desktop Support, or IT Support experience.
• Relevant IT coursework, certifications, or technical training.
• Experience working with ticketing systems and IT service management processes.
• Certifications such as: CompTIA A+, CompTIA Network+, Microsoft Fundamentals Certifications.

Skills

• Windows 10/11
• Microsoft 365
• Active Directory
• Ticketing Systems
• Desktop & Laptop Hardware
• Printers & Peripheral Devices
• Basic Networking Technologies

Benefits

• Hands-on experience supporting enterprise IT environments.
• Exposure to desktop support, endpoint management, and Microsoft technologies.
• Growth opportunities into Tier 2 Desktop Support, Systems Administration, or Infrastructure roles.
• Collaborative team environment with ongoing training and mentorship.
• Opportunity to develop technical troubleshooting and customer support expertise in a professional IT organization.

Pay

The pay range for this position is $20.00 - $23.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions available)
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.

Schedule

This is a Contract to Hire position based out of Saint Paul, MN. This is a fully onsite position in Saint Paul, MN. The position is anticipated to close on Oct 31, 2026.