Contractor - Help Desk Analyst

Contractor - Help Desk Analyst

Location:

Memphis, TN

• Deliver first-level, second-tier technical support for end-users, focusing on hardware and software for desktop computers.
• Provide technical assistance for incoming requests and issues related to computer systems, software, and hardware.
• Collaborate with IT teams to troubleshoot and resolve escalated incidents.
• Identify support needs, diagnose, and resolve hardware and software issues in collaboration with stakeholders.
• Manage all endpoint installations and configurations.
• Assist in maintaining and updating inventory of computers and related peripherals.
• Supports special projects and company initiatives.

• This position requires a combination of technical expertise, problem-solving skills, and excellent customer service abilities to effectively support the ALSAC organization's IT infrastructure and end-users.
• Proficiency in working within a Microsoft Azure AD (Entra ) environment.
• Experience in supporting Office 365 applications and MS Intune for Endpoint Device Management.
• Expertise in supporting mobile device platforms, including Apple iOS and mobile applications.
• Competence in supporting MacOS and Apple devices.
• Thorough knowledge of current desktop computer operating systems, particularly Windows.
• Ability to set up and configure computers and printers in a network environment.
• Understanding of PC and laptop hardware components to ensure optimal utilization and functionality.
• Skills to support desktop printers (e.g., Lexmark, Xerox, HP) and a broad range of desktop peripherals (e.g., modems, storage devices, scanners).
• Proficiency in desktop applications, particularly MS Word, Excel, PowerPoint, Outlook, desktop utility software, and desktop management tools.
• Excellent written and verbal communication skills.
• Proficient in managing desktop computer systems, technical setups, business solution software, and desktop administrative applications.
• Ability to process complex verbal and written instructions.
• Exceptional customer service skills.

• Bachelor’s degree in computer science or a related field, industry certifications/training, or at least 3 years of experience in service desk support.