Help Desk Analyst

The Help Desk Analyst serves as the primary point of contact for all IT-related support requests. This role provides front-line technical assistance to employees, performs initial troubleshooting and issue triage, and ensures accurate documentation and timely resolution of support tickets. The Help Desk Analyst focuses on user experience, communication, and efficient problem resolution while coordinating with other IT team members for escalated issues.

• Act as the first point of contact for IT support via ticketing system, phone, email, and walk-up requests.
• Gather detailed information from users to accurately diagnose issues and determine priority.
• Log, categorize, update, and close support tickets in accordance with IT procedures.
• Communicate clearly with users regarding issue status, next steps, and resolution timelines.
• Provide Tier-1 technical support for common end-user issues, including:
  • Windows operating systems
  • Microsoft 365 applications (Outlook, Teams, One Drive, SharePoint)
  • Printers, peripherals, and basic workstation connectivity
  • User access, authentication, and account-related issues
• Provide Tier-1 support for mobile and field devices, including:
  • iOS devices (iPhones and iPads)
  • Microsoft Surface devices
  • Cellular hotspots
• Perform first-level troubleshooting for connectivity issues at jobsites, including:
  • Verifying network availability and signal strength
  • Troubleshooting user device connections to jobsite networks or hotspots
  • Escalating unresolved connectivity issues as required
• Perform remote and onsite troubleshooting as required.
• Verify issue resolution with users before ticket closure.
• Escalate hardware failures and warranty-related issues to Desktop Support Technicians.
• Escalate endpoint, deployment, or configuration issues to IT Systems Engineers.
• Escalate server, storage, or backup-related issues to IT Administrators.
• Collaborate with IT Coordinators during onboarding and jobsite-related support needs.
• Serve as a communication bridge between end users and advanced IT teams.
• Document troubleshooting steps and resolutions clearly for future reference.
• Contribute to internal knowledge base articles and standard operating procedures.
• Identify recurring issues and trends and report them to IT leadership.

Security & Standards:

• Follow established IT policies, security standards, and best practices.
• Handle user data and system access responsibly and securely.
• Escalate potential security concerns or policy violations immediately.

Technical

Skills:

• Experience supporting Windows-based desktops and laptops.
• Experience supporting iOS devices (iPhones and iPads).
• Familiarity with Microsoft Surface devices.
• Familiarity with Microsoft 365 applications and common business software.
• Basic understanding of networking concepts (LAN/WAN, printers, connectivity).
• Basic understanding of cellular hotspots and mobile connectivity.
• Experience using ticketing systems is preferred.

Professional

Skills:

• Strong verbal and written communication skills.
• Customer-focused mindset with patience and professionalism.
• Strong organizational skills and attention to detail.
• Ability to troubleshoot issues methodically and follow documented procedures.
• Ability to work independently while collaborating within a team environment.

Education:

• High School diploma or equivalent required.
• Technical training, coursework, or certifications are a plus but not required.