Help Desk Analyst I

About the role

This position supports day-to-day technology needs across hardware, software, user accounts, and workplace collaboration tools while delivering responsive service and clear communication. This is a Long-term Contract opportunity within the Printing/Publishing industry, ideal for someone who enjoys solving issues in a fast-paced support environment.

Responsibilities

• Deliver first-level technical support for Windows and macOS devices, business applications, printers, scanners, and related peripherals through remote and in-person assistance.
• Diagnose and resolve common issues involving Microsoft Office, Adobe Creative Cloud, web browsers, and desktop operating systems while guiding users through effective solutions.
• Support user access administration by creating, updating, and maintaining accounts in Active Directory, Azure AD, Microsoft 365, and other cloud-based platforms.
• Provide entry-level assistance for Azure Virtual Desktop sessions and help address connectivity concerns across a hybrid network environment.
• Set up, maintain, and troubleshoot conference room technology, including preparing spaces for meetings and offering basic end-user instruction when needed.
• Monitor endpoint detection and reporting alerts, respond to reported incidents, and escalate concerns in alignment with established security practices.
• Document support activity, update ticket records, and track issue resolution and project-related tasks within the service desk system.
• Help manage IT supplies and consumable inventory to ensure essential support materials and equipment remain available.
• Follow organizational security standards and reinforce best practices during daily support interactions.

Requirements

• 2+ years of experience in a help desk, service desk, or desktop support role.
• Proficiency supporting Microsoft Windows 10 and general Microsoft Windows desktop environments.
• Working knowledge of Active Directory, service desk ticket handling, and basic troubleshooting methods.
• Experience assisting users with Microsoft Office applications, including Microsoft Teams, and other common business software.
• Familiarity with macOS support, network printers, browser troubleshooting, and hybrid connectivity issues.
• Strong verbal and written communication skills with the ability to remain organized and calm during user support situations.
• Associate degree in a technology-related field or equivalent hands-on experience; help desk certifications are preferred.
• Ability to lift up to 15 pounds and perform extended computer-based work as needed.