Help Desk Analyst

About the role

The IT Help Desk Technician provides timely, courteous, and effective technical support to in-person and remote end-users across the organization. This role supports the installation, maintenance, troubleshooting, and repair of computer hardware, software, peripherals, mobile devices, and user access issues.

Responsibilities

• Respond to technical support requests via phone, email, ticketing system, in person, or remote support tools
• Troubleshoot, diagnose, and resolve hardware, software, printer, mobile device, network connectivity, access, and basic system issues for end-users
• Provide technical assistance and guidance to end-users with an appropriate level of detail and professionalism
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Install, configure, maintain, and support desktop and laptop computers, monitors, printers, phones, peripherals, and related technology equipment
• Aid with onboarding and offboarding technology needs, including preparing workstations, and supporting user account access
• Support password resets, user account issues, permissions, and basic Active Directory/Azure account administration
• Document incidents, troubleshooting steps, resolutions, and equipment assignments accurately in the help desk ticketing system
• Escalate unresolved or complex technical issues to the appropriate IT support level or team and follow through to resolution as needed
• Perform routine software installations, updates, patches, and basic system maintenance
• Support conference room technology, audio/visual equipment, and other end-user technology needs as assigned
• Maintain confidentiality and security of company systems, devices, and information

Qualifications

• 1+ years of help desk, desktop support, technical support, or closely related IT support experience
• 2+ years of experience in a help desk, desktop support, or end-user support role
• Experience supporting remote users in a multi-site environment
• High school diploma or equivalent
• Associate degree in Computer Science, Information Technology, or a related field
• CompTIA A+ certification or similar entry-level IT certification
• Microsoft, Azure, or help desk-related certifications

Skills

• Strong knowledge of computer hardware, operating systems, and common business software applications
• Experience troubleshooting Windows-based computers, printers, peripherals, and basic network connectivity issues
• Basic knowledge of Microsoft 365 applications and user support
• Basic knowledge of Active Directory, Azure/Entra user account support, password resets, and access management
• Experience with ticketing systems such as GoTo Assist, Jira Service Management, ServiceNow, Zendesk, or similar platforms
• Familiarity with basic networking concepts, VPN connectivity, mobile device support, and printer troubleshooting

Benefits

This position offers competitive compensation, comprehensive benefits package, and opportunities for professional growth and development.

Pay

Pay is commensurate with experience and qualifications.

Schedule

The position is part-time, 40 hours per week, with flexible scheduling options.