Senior Helpdesk Analyst

This is a contract, hybrid position based in Columbus, OH.

About the role

The Service Desk Analyst provides technical support to internal employees by troubleshooting computer hardware, software, mobile devices, phones, and office equipment. This role supports laptops, desktops, tablets, printers, audio/video conferencing systems, Microsoft Teams, and NICE telephony systems. The analyst helps resolve IT issues, manages user accounts, and ensures employees can work efficiently.

Responsibilities

• Respond to IT support requests through phone, email, or ticketing system.
• Troubleshoot and resolve hardware, software, printer, mobile device, and phone issues.
• Set up and maintain laptops, desktops, tablets, phones, and other IT equipment.
• Create and maintain user accounts, mailboxes, distribution lists, and meeting rooms.
• Support Microsoft 365, Exchange, Active Directory, Azure AD, and Intune environments.
• Install software, updates, patches, drivers, and security tools.
• Maintain printer services and print servers.
• Provide new employee training on computers, phones, voicemail, and office technology.
• Assist with testing and deploying new applications, upgrades, and technology solutions.
• Work with IT Asset Management to track and manage equipment inventory and disposal.
• Perform password resets and support antivirus/security updates.
• Provide Tier 1 support for Teams and NICE CXOne phone systems.
• Support users across multiple locations, including remote employees.
• Document procedures, maintain licensing compliance, and follow IT best practices.
• Participate in an on-call rotation for after-hours support.
• Collaborate with other IT team members to improve service and resolve issues.

Requirements

• Excellent technical and communication skills.

Pay

The pay range for this position is $30.00 - $38.00/hr. Individual compensation offered within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)