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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Analyst - **Company:** Cooper Carry - **Location:** Atlanta, GA, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Active Directory, Apple Mac Systems, Software Applications, Business Software, Software Documentation, CompTIA Network+, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Networking Basics, Remote Access Technology, Azure Active Directory, Remote Service Software, TCP/IP, User Provisioning Software, Diagnostic Tools, ServiceNow IT Service Management, Office365, Peripherals, Computer Equipment, Information Technology, Laptops, User Administration - **Published:** July 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=131486dc59902aa8 ## About the Role * Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience Experience * 1-3 years of experience in an IT helpdesk, desktop support, or technical support role * Experience working with IT ticketing systems and remote support tools Technical Skills * Knowledge of Windows and macOS operating systems * Familiarity with Microsoft 365 applications and administration * Basic understanding of Active Directory and Azure Active Directory * Understanding of networking fundamentals, including TCP/IP, DNS, and DHCP * Experience supporting desktop hardware, printers, mobile devices, and common business applications Soft Skills * Strong troubleshooting and analytical skills * Excellent verbal and written communication skills * Strong customer service orientation with the ability to work effectively with users of varying technical abilities * Ability to prioritize multiple tasks in a fast-paced environment * Strong attention to detail and organizational skills * Ability to work independently and collaboratively within a team Preferred Certifications * CompTIA A+ * CompTIA Network+ * Microsoft Certified Fundamentals (MS-900, AZ-900, or equivalent), * Majority of time is spent in a sitting position either at the employee's workstation or IT work and or server rooms * Ability to move throughout the office either by walking or through assisted means * Ability to lift up to 30 pounds * Agility to work in tight spaces for computer / server set-up and maintenance * Business travel up to 30% between Cooper Carry offices ## Description Job Summary: The Helpdesk Analyst is responsible for providing first-level technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, network, and application issues. This role serves as the primary point of contact for IT support requests, ensuring timely resolution of incidents while delivering exceptional customer service. The Helpdesk Analyst documents issues, escalates complex problems when necessary, and contributes to maintaining a reliable and efficient IT environment., * Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system * Diagnose, troubleshoot, and resolve hardware, software, network, printer, and application issues * Log, track, and document support requests, resolutions, and follow-up activities in the IT service management (ITSM) system * Escalate unresolved or complex issues to appropriate technical teams while ensuring timely communication with users * Install, configure, and support desktop and laptop computers, mobile devices, peripherals, and standard software applications * Assist with user account management, including password resets, access requests, and account provisioning/deprovisioning * Perform routine system maintenance, software updates, and workstation deployments * Support remote users using remote access and troubleshooting tools * Maintain knowledge base articles and user documentation to improve service efficiency and self-service capabilities * Monitor service requests to ensure compliance with established service level agreements (SLAs) * Collaborate with IT teams to identify recurring issues and recommend process improvements * Provide excellent customer service by communicating technical information clearly and professionally ## Related Videos - [CountrPT: Startup Product Presentation](https://www.wearedevelopers.com/videos/1161-countrpt-startup-product-presentation) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)