Job Description

The Help Desk Analyst is responsible for providing high-quality support for all end-user IT issues. This role works directly with users to troubleshoot system problems, support network operations, and ensure software and hardware remain updated and secure. Success in this position requires broad technical knowledge, strong problem-solving abilities, and a commitment to delivering excellent customer service.

Objectives of the Role

• Provide responsive support for all organizational operating systems
• Troubleshoot computer hardware and software issues
• Document processes and maintain accurate service desk records
• Prepare, deploy, and monitor system patches and software updates

Key Responsibilities

• Respond to incoming help desk requests from end users
• Prioritize tickets, schedule resolutions, and escalate issues when necessary
• Use diagnostic tools and resources to assist with troubleshooting
• Access software updates, drivers, and knowledge base resources to support issue resolution
• Learn and support all hardware and software used within the organization
• Perform hands-on desktop fixes, including software installation, upgrades, hardware setup, backups, and configuration
• Conduct preventive maintenance on workstations, printers, and peripherals
• Test fixes to confirm successful resolution and perform follow-up communication
• Create and maintain user accounts, settings, and permissions
• Develop technical documentation for internal knowledge bases and end-user instructions
• Recommend process improvements to increase IT service value
• Participate in organization-wide and facility-specific IT projects

Requirements

Required Skills & Qualifications

• 5+ years of experience in a help desk or desktop support role
• Strong knowledge of desktop support, troubleshooting, and performance analysis
• Expertise with computers, laptops, printers, copiers, and related devices
• Strong communication skills for training and supporting end users
• Experience with O365, Azure AD, Firewall technologies, and Windows Server
• Associate degree in computer science or a related field (or equivalent experience)

Preferred Skills & Qualifications

• Experience with VPN clients, MFA technologies, and IT ticketing systems
• Experience with Windows Active Directory, O365, and Azure
• Familiarity with switches, firewalls, and other infrastructure equipment
• Experience with VOIP phone systems, video surveillance, and door security systems
• Professional certifications are a plus
• Familiarity with CMMC and NIST security standards is a plus

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