> Markdown version of [/jobs/ext/1793086-helpdesk-support-analyst](https://www.wearedevelopers.com/jobs/ext/1793086-helpdesk-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Support Analyst - **Company:** CareerCircle - **Location:** Atlanta, GA, United States - **Salary:** $41,600.0 - $52,000.0 - **Contract:** Temporary contract - **Skills:** Microsoft Access, Microsoft Word, Microsoft Excel, Microsoft Windows, Active Directory, Artificial Intelligence, Microsoft Outlook, Software Documentation, Collaborative Software, Identity and Access Management, Issue Tracking Systems, Knowledge Management, Microsoft Office, Networking Basics, Microsoft PowerPoint, Remote Access Technology, Azure Active Directory, Software Deployment, Diagnostic Tools, Workday, User Administration - **Published:** July 19, 2026 - **Apply:** https://www.careercircle.com/jobs/all/all/usa/ga/atlanta/6bfd1a47-63b5-4346-af9e-d27988245967 ## About the Role CompTIA A+ Communication Microsoft 365 Accountability Prioritization Knowledge Base Detail Oriented Professionalism Microsoft Excel Problem Solving Desktop Support Customer Service Microsoft Office Microsoft Access Active Directory Technical Issues Microsoft Outlook Technical Support Help Desk Support Account Management Business Valuation Root Cause Analysis Business Operations Incident Management Microsoft PowerPoint Technical Assistance IT Service Management Remote Access Systems Software Installation Full Stack Development Azure Active Directory Collaborative Software Service-Level Agreement Artificial Intelligence Business Transformation Self Service Technologies End-User Training And Support ITIL Foundation Certification Identity And Access Management Troubleshooting (Problem Solving) Information Technology Infrastructure Library, The ideal candidate is highly customer-focused, possesses strong troubleshooting skills, and demonstrates the ability to manage multiple priorities while maintaining ownership and accountability for support requests. Participation in an on-call rotation may be required to support business operations outside of standard working hours., * 1+ years of experience in a Service Desk, Help Desk, Desktop Support, or related IT support role. * Experience troubleshooting and resolving technical issues in a Windows and Microsoft 365 environment. * Experience supporting remote users through phone, email, and remote access tools. * Strong customer service, communication, and problem-solving skills. * Ability to prioritize and manage multiple support requests in a fast-paced environment. * Demonstrated ownership and accountability for incident resolution. * Basic understanding of IT Service Management (ITSM) and ITIL concepts. Required Technical Skills * Microsoft 365 Administration and Support * Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Teams) * Windows Operating Systems * Mobile Device Support, including iOS devices * Ticketing and Incident Management Systems * Remote Support and Troubleshooting Tools * Basic Networking and Connectivity Troubleshooting * User Account and Access Management, * Experience working within an ITIL-based support environment. * Exposure to Active Directory, Azure Active Directory (Entra ID), or similar identity management platforms. * Experience supporting enterprise collaboration tools such as Microsoft Teams. * IT certifications such as CompTIA A+, ITIL Foundations, or Microsoft Fundamentals are a plus. Physical Requirements * Ability to lift and move equipment weighing up to 35 pounds. * Ability to remain seated and work at a computer workstation for extended periods, including 8-hour shifts. * Ability to perform repetitive keyboard and mouse activities throughout the workday. Additional Requirements * Availability to participate in an on-call support rotation, including evenings, weekends, and holidays as needed. * Strong attention to detail and commitment to delivering excellent customer service. * Ability to work independently and collaboratively within a team environment., CompTIA A+ Communication Microsoft 365 Accountability Prioritization Knowledge Base Detail Oriented Professionalism Microsoft Excel Problem Solving Desktop Support Customer Service Microsoft Office Microsoft Access Active Directory Technical Issues Microsoft Outlook Technical Support Help Desk Support Account Management Business Valuation Root Cause Analysis Business Operations Incident Management Microsoft PowerPoint Technical Assistance IT Service Management Remote Access Systems Software Installation Full Stack Development Azure Active Directory Collaborative Software Service-Level Agreement Artificial Intelligence Business Transformation Self Service Technologies End-User Training And Support ITIL Foundation Certification Identity And Access Management Troubleshooting (Problem Solving) ## Description The Service Desk Analyst serves as the first point of contact for employees seeking technical assistance and support. This role is responsible for delivering exceptional customer service while troubleshooting and resolving Tier 1 technical issues in a fast-paced enterprise environment. The analyst will manage incidents from initial intake through resolution, ensuring timely communication, accurate documentation, and a positive end-user experience., Technical Support & Incident Management * Provide first-level technical support to employees via phone, email, chat, and ticketing systems. * Serve as the primary point of contact for end-user support requests and technical issues. * Diagnose, troubleshoot, and resolve Tier 1 hardware, software, network, and mobile device issues. * Create, document, update, and manage incident and service request tickets throughout the support lifecycle. * Take ownership of assigned tickets and drive them to resolution, ensuring timely follow-up and communication with end users. * Escalate complex issues to appropriate support teams while maintaining ownership and monitoring progress through closure. * Track and prioritize support requests according to established service level agreements (SLAs)., * Deliver a high level of customer service while maintaining professionalism and empathy during all interactions. * Communicate technical information clearly to users with varying levels of technical expertise. * Provide regular status updates to users regarding open incidents and requests. * Build positive relationships with employees and internal support teams to ensure efficient issue resolution. Documentation & Knowledge Management * Document troubleshooting steps, root cause analysis, and resolutions within the ticketing system. * Create, maintain, and enhance knowledge base articles, support documentation, and user guides. * Identify recurring issues and contribute to self-service resources to reduce ticket volume and improve end-user productivity. * Follow established IT service management procedures and documentation standards. Operational Support * Support remote and hybrid employees across multiple locations. * Assist with user account management, password resets, software installations, and access requests. * Participate in on-call support rotations as required. * Adhere to IT policies, security standards, and operational procedures. * Collaborate with infrastructure, application, and security teams to resolve cross-functional issues. ## Related Videos - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) - [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents) - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [Destigmatizing the Workplace: Building Real Inclusion](https://www.wearedevelopers.com/videos/1492-destigmatizing-the-workplace-building-real-inclusion) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [From Syntax to Singularity: AI’s Impact on Developer Roles](https://www.wearedevelopers.com/videos/900-from-syntax-to-singularity-ai-s-impact-on-developer-roles) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume)