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# Help Desk Analyst

- **Company:** Ryerson
- **Location:** Downers Grove, IL, United States
- **Salary:** $50,752.0 - $76,128.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Information Technology Operations, Microsoft Office, Network Service, Remote Access Technology, Microsoft SharePoint, TeamViewer, Remote Desktop Protocol (RDP)
- **Published:** May 15, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=e5541806227178ab

## About the Role

Do you have experience in Windows?, Do you have a High school diploma or GED?, We are looking for a skilled Help Desk Analyst to join our IT team. You'll play a vital role in providing first-line technical assistance. This is your chance to help shape the next chapter of our story by providing hands-on technical expertise and collaborating across departments. You'll be part of a team that values problem-solving, innovation, and reliable service., * High school diploma or GED required; associate or bachelor's degree preferred

 * One year of Help Desk experience, or equivalent self-directed training/experience with basic computer concepts
 * Experience using an ITSM tool to track incidents, document updates, and communicate with users in a controlled workflow
 * Experience with remote access tools such as TeamViewer and Remote Desktop Protocol (RDP)
 * Experience working in a complex technical environment using tools for asset/inventory management, call queue monitoring, and incident management
 * Experience working as part of a technical support team in a Help Desk/Service Desk environment
 * Strong working knowledge of Windows 11, Microsoft 365 (Office apps), OneDrive, Teams, and SharePoint
 * Willingness to work outside normal business hours as needed to support incidents, maintenance, and project work

## Description

* Serve as the primary point of contact throughout problem diagnosis, troubleshooting, and resolution
 * Apply independent thinking and structured problem-solving to correlate events, identify root causes, and resolve issues efficiently
 * Log all help desk interactions accurately and inform management of recurring problems, clearly distinguishing between isolated incidents and trends that require escalation
 * Monitor the progress of support requests and ensure users are kept informed of status, next steps, and resolution
 * Help ensure achievement of established Service Level Agreement (SLA) benchmarks
 * Identify recurring issues and problem trends, escalate systemic problems when appropriate, and recommend system or process improvements based on user feedback
 * Develop, contribute to, and maintain clear and concise knowledge base documentation and step-by-step "how-to" guides for technical staff and end users
 * Assist users with a wide range of systems and tools, including ERP platforms, Microsoft Office applications, and data/voice network services
 * Participate in cross-functional training, knowledge sharing, and continuous improvement efforts with peer analysts, IT Operations, developers, and other technical teams
 * All other duties as assigned or duties, responsibilities, and activities may change at any time with or without notice


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