Help Desk/Desktop Support Analyst

About the role

We are looking for a Help Desk/Desktop Support Analyst to provide responsive technical support for end users in Columbia, South Carolina. In this role, you will diagnose hardware, software, and access-related issues while delivering clear updates and dependable service throughout the resolution process.

Responsibilities

• Provide frontline technical assistance for desktop and laptop issues across Windows-based environments.
• Support users with Microsoft 365 applications, including email, collaboration, and file storage tools such as Outlook, Teams, and OneDrive.
• Investigate and resolve everyday support requests involving login problems, locked accounts, software malfunctions, and slow or unstable devices.
• Maintain accurate incident and service request records in the designated ticketing platform, ensuring each case is fully documented from intake through closure.
• Record issue details, troubleshooting activities, and final outcomes clearly to support knowledge sharing and service quality.
• Assess incoming requests, set priorities based on business impact, and manage workload to meet response expectations.
• Keep users informed on progress, next steps, and resolution status to deliver a positive support experience.
• Route advanced or unresolved problems to the appropriate internal IT teams and collaborate with network, systems, application, or external vendor contacts when needed.

Requirements

• 1–3 years of experience in a help desk, desktop support, or similar IT support position.
• Practical knowledge of Windows operating systems and common endpoint support practices.
• Experience supporting Microsoft 365 Enterprise applications and services in a business environment.
• Familiarity with Active Directory, Microsoft Entra ID, and user account administration tasks such as password resets and access support.
• Experience working with a service desk or incident management system, including ticket documentation and updates.
• Understanding of endpoint management tools such as Intune is preferred.
• Strong problem-solving ability with a methodical approach to troubleshooting technical issues.
• Effective communication and customer service skills with the ability to support users clearly and professionally.

Benefits

• Medical, vision, dental, and life and disability insurance for contract/temporary professionals.
• Eligibility to enroll in our company 401(k) plan for hired contract/temporary professionals.

All applicants applying for U.S. job openings must be legally authorized to work in the United States.