Help Desk Analyst

Accentuate Staffing is seeking a motivated and customer-focused Level 1 Help Desk Analyst to join our customers IT support team. This role is the first point of contact for end-users seeking technical assistance and is responsible for troubleshooting basic IT issues, providing solutions or escalating issues as needed. The ideal candidate is tech-savvy, communicates effectively, and is committed to delivering excellent customer service.

Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Troubleshoot and resolve basic hardware, software, and network issues.
• Log, track, and update support tickets in the help desk system.
• Provide support for Windows/Mac operating systems, Microsoft Office Suite, printers, and other standard IT equipment.
• Escalate unresolved issues to Level 2 or appropriate support teams.
• Follow up with users to ensure issues are resolved and provide status updates.
• Assist with user account administration (password resets, access permissions).
• Maintain knowledge base articles and documentation for common issues.
• Ensure adherence to IT policies, procedures, and security practices.

Requirements:

• Associate’s or Bachelor’s degree in IT or related field preferred.
• Experience in IT support or a customer service-related technical role.
• Basic understanding of computer systems, mobile devices, and other tech products.
• Familiarity with help desk software (e.g., Service Now, Zendesk, or similar) is a plus.
• Strong communication and interpersonal skills.
• Ability to diagnose and resolve basic technical issues.
• Patience and the ability to remain calm in stressful situations.
• Willingness to learn and grow within the IT support field.

Preferred Qualifications:

• CompTIA A+, ITIL Foundation, or similar certification.
• Experience with Active Directory and Office 365 administration.
• Knowledge of remote support tools (e.g., Team Viewer, Remote Desktop).