Helpdesk Analyst

Overview: We are seeking a customer-focused Help Desk Support Analyst to provide first-level technical support for internal and external users in a global enterprise environment. This role is responsible for handling incoming phone calls, emails, and support tickets, diagnosing technical issues, resolving common incidents, and escalating complex problems when necessary. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional customer service.

Job Type: Contract • Location: Seneca Falls, NY • Workplace Type: Fully onsite

Responsibilities

• Serve as the first point of contact for IT support requests from internal and external users across multiple regions and time zones.
• Receive, document, prioritize, and manage support requests through phone, email, and ticketing systems.
• Troubleshoot and resolve issues related to hardware, software, operating systems, account access, password resets, and general IT incidents.
• Perform initial incident triage and determine appropriate resolution paths or escalation requirements.
• Support enterprise desktop and laptop environments through remote troubleshooting and diagnostics.
• Assist users with Microsoft applications, system access, and common technology-related issues.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and service requests.
• Escalate unresolved issues to appropriate technical teams while maintaining communication with end users.
• Follow established service management processes and best practices.
• Contribute to knowledge base documentation and process improvement efforts.

Required Qualifications

• Technical Vocational Degree, Associate Degree, or Bachelor's Degree in Computer Science, Information Technology, Information Systems, or a related field.
• 1-2 years of experience in a Help Desk, Technical Support, Desktop Support, or IT Support role.
• Experience supporting users in a high-volume, fast-paced service environment.
• Strong knowledge of computer hardware, software, and operating systems within an enterprise environment.
• Experience performing remote troubleshooting and hardware/software diagnostics.
• Familiarity with Active Directory user account administration and password management.
• Understanding of common troubleshooting methodologies and incident management processes.
• Excellent verbal and written communication skills.
• Strong English language proficiency with the ability to support a global user base.

Preferred Qualifications

• Experience supporting enterprise environments with geographically dispersed users.
• Familiarity with ticketing systems and IT service management platforms.
• Knowledge of ITIL concepts and service desk best practices.
• Experience using remote support and diagnostic tools.
• Exposure to Microsoft technologies, enterprise applications, and user administration tasks.

Skills

• Exceptional customer service and relationship-building abilities.
• Strong analytical and problem-solving skills with exceptional attention to detail.
• Ability to explain technical concepts to users with varying levels of technical expertise.
• Self-motivated with the ability to prioritize and manage multiple tasks effectively.
• Strong teamwork and collaboration skills.
• Ability to remain composed and effective in high-pressure situations.
• Strong organizational and documentation skills.
• Ability to research technical issues independently and identify effective solutions.
• Commitment to continuous learning and professional development.

Key Technologies

• Windows Operating Systems
• Active Directory
• Microsoft Office Suite
• Remote Support Tools
• Ticketing Systems
• Hardware & Software Troubleshooting
• Password Management & Account Administration
• IT Service Management (ITIL)

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.

Benefits

• 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