Helpdesk Analyst

Overview

As a Help Desk Analyst at INSIGHT2

PROFIT, you will provide expert technical support and exceptional customer service to our internal team of consultants. You will manage and resolve IT issues related to hardware, software, and network systems promptly and professionally. This role involves hands‑on troubleshooting, ticket management, and supporting onboarding and offboarding processes. Strong communication, problem‑solving, and organizational skills are essential to ensure efficient and effective resolutions.

Experience with Windows environments, Active Directory, Exchange, and IT security best practices is highly valued. You will play a key role in maintaining the smooth operation of our IT environment and empowering our team to succeed.

• Manage incoming support tickets via phone and email, ensuring courteous, timely, and effective resolution of end‑user IT issues.
• Provide IT support to 175+ internal clients, resolving hardware, software, phone, and operating system issues promptly.
• Perform hands‑on desktop support including software installation and upgrades, hardware setup, system configuration, and file backups.
• Support company onboarding and offboarding processes to ensure smooth transition of IT assets and access.
• Research software updates, drivers, and common issues following industry best practices to aid in problem resolution.
• Monitor client requests and system trends to identify opportunities for system reconfigurations and recommend improvements.
• Assist in developing end‑user training programs to enhance computer literacy and promote self‑sufficiency.
• Document and track the entire problem‑solving process for help desk requests through to final resolution.
• Maintain knowledge of all software and hardware supported within the organization.
• Coordinate vendor relationships, assist with hardware/software purchases, and maintain accurate inventory of IT assets and licenses.
• All team members are expected to support the organization’s commitment to information security, confidentiality, and system reliability. This includes following established policies and procedures, safeguarding sensitive and client information, reporting potential security concerns, and supporting incident response or business continuity efforts as needed.
• Additional responsibilities as needed to support team and business priorities.

Education:

Minimum – Associate’s degree in computer science, or a related field. 2 years of relevant IT help desk experience may be considered in lieu of degree in addition to the experience below.

Work Experience:

Minimum – Two (2) years of IT help desk, desktop support, or technical support experience.

Preferred – Two (2) years of IT help desk, desktop support, or technical support experience in a professional services environment.

Required Skills, Knowledge, and Abilities:

• Strong customer service mindset with the ability to deliver polished, white‑glove support.
• Excellent verbal and written communication skills.
• Strong attention to detail, organization, and follow‑through.
• Proven problem‑solving skills with the ability to diagnose issues, identify root causes, and resolve them efficiently.
• Patience, professionalism, and the ability to support users with varying levels of technical comfort.
• Strong knowledge of Computer Science fundamentals.
• Experience in the administration of Office 365 solutions (e.g. Exchange, SharePoint, One Drive, Teams).
• Experience in the administration of SFTP solutions for internal and external clients.
• Experience in the administration of Windows Desktop, Windows Active Directory, and Server Operating Systems.
• Experience in the administration of Exchange.
• Experience with security best practices.
• Strong attention to detail, effective problem‑solving, and clear communication, including active listening.
• Physical ability to walk, climb, crawl around property, and lift computer equipment (50+ lbs) as necessary to perform duties.
• Ability to travel as required.

Salary:
The annual salary range for this position is $55,000 – $65,000, commensurate with skills and relevant experience. Employees may also be eligible to participate in the annual discretionary bonus…