Help Desk Analyst

Help Desk Analyst I

We are looking for a Help Desk Analyst I to join our team in Milwaukee, Wisconsin in a contract to permanent role. This position supports employees through a combination of deskside assistance, walk-up support, and ticket-based service, helping resolve technical issues efficiently and effectively. The ideal candidate brings a strong customer service mindset, solid troubleshooting ability, and a structured approach to managing support requests from intake through completion.

Responsibilities:

• Oversee support requests throughout the full ticket lifecycle, ensuring issues are properly documented, addressed, and closed in a timely manner.
• Provide hands-on technical assistance for hardware, software, and Windows-related problems in both deskside and service desk environments.
• Monitor and prioritize the service desk workload, balancing queued incidents with in-person employee support needs.
• Deliver walk-up technical support through a service bar model, offering prompt and attentive assistance for day-to-day IT issues.
• Prepare, image, and deploy laptops using tools such as Autopilot and Intune to support device readiness and user productivity.
• Manage user account administration tasks in Active Directory and Azure Active Directory, including onboarding, access updates, and offboarding activities.
• Create and maintain clear support documentation and knowledge articles within Service Now to improve team efficiency and user self-service.
• Provide high-touch technical support to employees across the organization, including executive leadership, with strong attention to service quality and discretion.