Help Desk Analyst

Troubleshooting

Troubleshoot, resolve, and document support requests through phone, Microsoft Teams, remote-support tools, and the ticketing system.

Installation & Configuration

Install software, configure workstations, perform hardware troubleshooting, and support user access issues.

Escalation & Documentation

Escalate complex issues as needed and maintain accurate documentation of troubleshooting efforts and resolutions.

Inventory & Management

Assist with equipment inventory, asset tracking, and technology lifecycle management.

Customer Service

Deliver responsive customer service to employees at all levels.

Knowledge Sharing & Process Improvement

Contribute to knowledge sharing, process improvement, and support documentation.

Travel

Deliver onsite support to other office locations as needed.

Qualifications & Skills

• 3+ years of help desk, desktop support, or related IT experience
• Knowledge of Windows, Microsoft 365, computer hardware, software applications, and end-user support
• Strong troubleshooting, problem-solving, communication, and customer service skills
• Ability to learn new technologies, manage multiple priorities, and work independently and collaboratively
• Experience with ticketing systems, Active Directory, networking concepts, workstation deployment, and remote support tools preferred
• Technical certifications, an IT-related degree, and experience supporting specialized business applications are a plus
• Valid driver's license and ability to travel between office locations as needed