Helpdesk Analyst

Job Summary

The Helpdesk Analyst is responsible for providing first-level technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, network, and application issues. This role serves as the primary point of contact for IT support requests, ensuring timely resolution of incidents while delivering exceptional customer service. The Helpdesk Analyst documents issues, escalates complex problems when necessary, and contributes to maintaining a reliable and efficient IT environment.

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system
• Diagnose, troubleshoot, and resolve hardware, software, network, printer, and application issues
• Log, track, and document support requests, resolutions, and follow‑up activities in the IT service management system
• Escalate unresolved or complex issues to appropriate technical teams while ensuring timely communication with users
• Install, configure, and support desktop and laptop computers, mobile devices, peripherals, and standard software applications
• Assist with user account management, including password resets, access requests, and account provisioning/deprovisioning
• Perform routine system maintenance, software updates, and workstation deployments
• Support remote users using remote access and troubleshooting tools
• Maintain knowledge base articles and user documentation to improve service efficiency and self‑service capabilities
• Monitor service requests to ensure compliance with established service level agreements (SLAs)
• Collaborate with IT teams to identify recurring issues and recommend process improvements
• Provide excellent customer service by communicating technical information clearly and professionally

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience

• 1–3 years of experience in an IT helpdesk, desktop support, or technical support role
• Experience working with IT ticketing systems and remote support tools

• Knowledge of Windows and macOS operating systems
• Familiarity with Microsoft 365 applications and administration
• Basic understanding of Active Directory and Azure Active Directory
• Understanding of networking fundamentals, including TCP/IP, DNS, and DHCP
• Experience supporting desktop hardware, printers, mobile devices, and common business applications

• Strong troubleshooting and analytical skills
• Excellent verbal and written communication skills
• Strong customer service orientation with the ability to work effectively with users of varying technical abilities
• Ability to prioritize multiple tasks in a fast‑paced environment
• Strong attention to detail and organizational skills
• Ability to work independently and collaboratively within a team

• CompTIA A+
• CompTIA Network+
• Microsoft Certified Fundamentals (MS‑900, AZ‑900, or equivalent)

This position has no supervisory responsibilities.

• Majority of time is spent in a sitting position either at the employee’s workstation or in IT work or server rooms
• Ability to move throughout the office either by walking or through assisted means
• Ability to lift up to 30 pounds
• Agility to work in tight spaces for computer/server set‑up and maintenance
• Business travel up to 30% between Cooper Carry offices

Cooper Carry is an Affir­mative Action/EEO Employer that values workplace diversity and considers applications regardless of age, race, gender, religion, color, sex, national origin, genetic information, sexual orientation, veteran status, or other status protected by law. Cooper Carry provides a drug‑free workplace.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.