Help Desk Analyst

Help Desk Analyst

6 month contract

Onsite - Jax, FL

The IT Help Desk Technician is responsible for providing timely, courteous, and effective technical support to in-person and remote end-users across the organization. This role supports the installation, maintenance, troubleshooting, and repair of computer hardware, software, peripherals, mobile devices, and user access issues. The IT Help Desk Technician serves as a first point of contact for technical support, resolves routine and moderately complex issues, escalates more advanced problems when appropriate, and documents all incidents and resolutions in the help desk ticketing system.

This position also assists with workstation deployments, user account support, and technology setup to ensure employees have the tools and access needed to perform their jobs successfully.

• Respond to technical support requests via phone, email, ticketing system, in person, or remote support tools
• Troubleshoot, diagnose, and resolve hardware, software, printer, mobile device, network connectivity, access, and basic system issues for end-users
• Provide technical assistance and guidance to end-users with an appropriate level of detail and professionalism
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Install, configure, maintain, and support desktop and laptop computers, monitors, printers, phones, peripherals, and related technology equipment
• Assist with onboarding and offboarding technology needs, including preparing workstations, and supporting user account access
• Support password resets, user account issues, permissions, and basic Active Directory/Azure account administration
• Document incidents, troubleshooting steps, resolutions, and equipment assignments accurately in the help desk ticketing system
• Escalate unresolved or complex technical issues to the appropriate IT support level or team and follow through to resolution as needed
• Perform routine software installations, updates, patches, and basic system maintenance
• Support conference room technology, audio/visual equipment, and other end-user technology needs as assigned
• Maintain confidentiality and security of company systems, devices, and information

• Work Experience:
  
  1+ years of help desk, desktop support, technical support, or closely related IT support experience
• Education:
  
  High school diploma or equivalent
• Technical Knowledge:
  Strong knowledge of computer hardware, operating systems, and common business software applications
• Technical Knowledge:
  Experience troubleshooting Windows-based computers, printers, peripherals, and basic network connectivity issues
• Technical Knowledge:
  Basic knowledge of Microsoft 365 applications and user support
• Additional Skills/Notes:
  Strong troubleshooting, problem-solving, and analytical skills
• Additional Skills/Notes:
  Strong customer service skills and ability to communicate technical information clearly to non-technical users
• Additional Skills/Notes:
  Ability to prioritize multiple requests and work effectively in a fast-paced environment
• Additional Skills/Notes:
  Ability to work independently on routine issues and expedite appropriately when needed
• Additional Skills/Notes:
  Strong attention to detail and documentation skills
• Additional Skills/Notes:
  Ability to maintain professionalism, patience, and confidentiality when handling support issues

• Work Experience:
  
  2+ years of experience in a help desk, desktop support, or end-user support role
• Work Experience:
  
  Experience supporting remote users in a multi-site environment
• Education:
  
  Associate degree in Computer Science, Information Technology, or a related field
• Education:
  
  CompTIA A+ certification or similar entry-level IT certification
• Education:
  
  Microsoft, Azure, or help desk-related certifications
• Technical Knowledge:
  Basic knowledge of Active Directory, Azure/Entra user account support, password resets, and access management
• Technical Knowledge:
  Experience with ticketing systems such as GoTo Assist, Jira Service Management, Service Now, Zendesk, or similar platforms
• Technical Knowledge:
  Fam…