Help Desk Analyst

• Provide Level 1 technical support via phone, email, self-service tickets, and occasional walk-up assistance.
• Troubleshoot hardware, software, application, account, and remote-access issues.
• Perform password resets and assist with account-related requests using Active Directory.
• Support Microsoft Office 365, Outlook, Windows 10/11, Teams, VPN, and Citrix.
• Assist users with MFA/2-factor authentication, including Duo.
• Support employee-owned iOS and Android devices and assist with BYOD setup and access.
• Install drivers and troubleshoot network printers and other peripherals.
• Use remote-support tools such as Bomgar to troubleshoot user systems.
• Accurately document incidents and service requests in the ticketing system.
• Take ownership of assigned tickets and follow established procedures and knowledge articles.
• Resolve routine issues efficiently and escalate hardware or more complex technical problems when necessary.
• Maintain a high level of customer service and ensure users receive a professional, positive support experience.

• 2+ years of Level 1 Help Desk / Service Desk experience
• Experience in a phone- and ticket-driven support environment
• Strong customer service and communication skills
• Experience with password resets, MFA/2FA, remote access, and basic troubleshooting
• Strong knowledge of Microsoft Office / Office 365
• Experience with Windows environments and Active Directory
• Ability to install drivers and troubleshoot basic hardware, software, and connectivity issues
• Experience supporting mobile devices, including iOS and Android
• Ability to work independently, manage assigned tickets, and prioritize tasks effectively
• Strong problem-solving skills and good judgment regarding escalation

Ideal Candidate

The ideal candidate is customer-focused, dependable, personable, and comfortable working in a fast-paced Help Desk environment. You should enjoy helping non-technical users, be able to explain technical solutions clearly, and have the confidence to resolve common issues quickly without requiring constant supervision.

• Dental insurance
• Health insurance
• Vision insurance