Help Desk Analyst

In this role, you will serve as the first point of contact for technical support issues, assisting business partners via phone and deskside support. You’ll respond to incidents and service requests, provide solutions during the initial contact when possible, and escalate to appropriate support teams as needed. You will also create internal and end-user solution documentation and contribute to project and change initiatives.

Help Desk Analyst Responsibilities:

• Act as the first point of contact for business partners requiring technical support.
• Provide support via phone, deskside, and self-service requests.
• Troubleshoot and resolve issues or escalate appropriately.
• Document solutions for internal and external use.
• Participate in project and change-related work.

Help Desk Analyst Qualifications:

• Two to four years of IT work experience.
• One to two years of call center experience.
• One to two years of desktop support experience.
• Demonstrated ability to use troubleshooting skills to resolve inquiries professionally and accurately.
• Solid knowledge of Windows OS, Apple OS, Active Directory, MS Office Suite, ticketing systems, call centers, mobile devices, and anti-virus/spyware.
• Solid knowledge of desktop, laptop, and thin client hardware.
• Experience with peripherals such as printers and desk phones.
• Strong verbal, written, organizational, and interpersonal skills.
• Professional, courteous, and self-motivated team player.
• Flexible and adaptable to a dynamic environment.
• Familiarity with ITIL processes and framework; ITIL v3 or 2011 certification (preferred).
• Help Desk and/or Desktop Support technical certification (preferred).
• High School Diploma or equivalent experience.

Perks & Benefits:

• Medical, Dental, and Vision Insurance.
• Life Insurance.
• 401(k) Program.
• Commuter Benefit.
• eLearning & Ongoing Training.
• Education Reimbursement.

*Eligibility requires working over 30 hours per week on an assignment lasting at least 10 weeks.

If you meet the qualifications and are excited about this opportunity, apply today! Our team will connect with you to discuss next steps, support you through the interview process, and advocate for your success.