Help Desk Analyst

Role Summary
This position involves providing first-level technical support for end-users within an IT service environment. The role requires troubleshooting, resolving incidents, and managing service requests for internal employees, contractors, and interns. It offers an opportunity to work in a dynamic and fast-paced setting, supporting a broad range of hardware, software, and enterprise applications. The position is suitable for individuals with prior experience in help desk or desktop support roles seeking to contribute to a collaborative IT support team.

Responsibilities

• Diagnose, troubleshoot, and resolve issues related to Windows operating systems, Microsoft 365 services, and mobile devices.
• Support Citrix virtual environments, enterprise applications, remote access, VPN, and network connectivity problems.
• Deliver professional customer service through clear communication and active listening to both technical and non-technical users.
• Document, track, and manage incidents and service requests using ServiceNow, ensuring timely resolution within established service levels.
• Assist with user onboarding, access provisioning, password resets, and Multi-Factor Authentication enrollment.
• Utilize troubleshooting tools and knowledge articles to efficiently resolve or escalate issues.
• Follow security policies and data protection standards to ensure system integrity and confidentiality.
• Collaborate with team members and other support groups to address complex issues and enhance service quality.
• Participate in project work, process improvements, and testing related to IT support services.
• Support the adoption of workplace technologies and participate in after-hours on-call rotations for support beyond standard hours.

Qualifications

• A minimum of two (2) years of experience in a Service Desk, Help Desk, or desktop support role.
• Proven experience supporting enterprise technologies in large corporate or utility environments preferred.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certifications, or ITIL Foundations are advantageous.
• Strong interpersonal skills, with the ability to communicate effectively with technical and non-technical stakeholders.
• Skilled in troubleshooting Windows 10/11, Microsoft 365, mobile device management, Citrix, VPN, and network connectivity issues.
• Ability to independently prioritize tasks, analyze issues, and follow through with documenting solutions.
• Excellent customer service orientation with sound judgment and problem-solving skills.
• Availability to work scheduled shifts within the core hours of 6:30 AM to 5:00 PM, Monday through Friday.
• Must have a valid driver’s license and reliable internet service for remote work capabilities.
• Reside within a 60-minute commute of the reporting location.
• Eligible to work legally within the United States and pass all background screening requirements.In compliance with federal law, all persons hired must verify their identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire. Candidates must be legally authorized to work in the United State.

Publishing Pay Range: $20.00 – $23.00 hourly

This position is based in office and requires employee to work on-site.