Help Desk Analyst

Overview

Help Desk Technician

The Opportunity:

This role is a front-line Help Desk position focused on providing first-level technical support to end users. The Help Desk Technician serves as the initial point of contact for IT issues, handling basic troubleshooting, request fulfillment, and incident documentation while ensuring a positive user experience.

• Serve as the first point of contact for users seeking technical assistance via phone, email, ticketing system, or in person.

• Perform initial triage, troubleshooting, and resolution of common hardware, software, and access-related issues.

• Log, track, update, and close support tickets in accordance with established SLAs.

• Troubleshoot Windows operating systems, standard business applications, email, remote access, and mobile device issues.

• Escalate unresolved or complex issues to appropriate IT teams while maintaining ownership and communication.

• Document solutions and contribute to internal knowledge base and self-service resources.

• Identify recurring issues and trends and escalate findings to management.

• Support basic user account administration including Active Directory tasks and token provisioning.

• Prior experience in a Help Desk, Service Desk, or technical support role or various internship experience.

• Working knowledge of Windows and common desktop applications.

• Experience installing, configuring, and troubleshooting PCs and peripherals.

• Familiarity with ticketing systems;
  Service Now experience is a plus.

• Strong communication skills and a customer-service mindset.

• Ability to prioritize tasks and work within defined processes.

• 1 to 3 years of technical support or help desk experience.

• Technical certification, vocational training, or related education is a plus but not required.

• This is a contract-to-hire role that pays $18 an hour while on contract duration.

• No Sponsorship or C2C