Help Desk Analyst

We are seeking an experienced Help Desk Analyst (Tier 2) for a long-term contract opportunity. This role operates within a multi-tiered technical support environment, providing prompt, high-quality technical assistance and troubleshooting end users via phone and remote assistance tools. The ideal candidate brings strong diagnostic abilities across hardware, operating systems, and core productivity applications, ensuring first-contact issue resolution whenever possible., * Serve as an escalated technical contact (Tier 1/Tier 2) handling inbound technical inquiries, diagnostic routines, and service requests.

• Conduct advanced troubleshooting, configuration, and support for desktop/laptop PCs, peripherals, and network-related connectivity issues.
• Install, configure, test, and upgrade Windows Operating Systems and enterprise application software.
• Guide users through step-by-step diagnostic procedures over the phone and remote session software.
• Maintain accurate, thorough ticket documentation in an enterprise call-tracking/ticketing system through full issue resolution.
• Escalate complex or systemic defects to senior engineers or software development teams, clearly documenting reproduction steps and error behavior.
• Liaise with third-party hardware and software vendors to coordinate warranty repairs and technical service.
• Assist in writing and revising user-facing guides, process documentation, and instructional materials for internal training programs.

• Education: Associate’s degree in information technology, Computer Science, or equivalent related practical experience.
• Experience: Proven track record in a dedicated help desk, service desk, or IT call center support role.
• Technical Knowledge: Deep working familiarity with Windows desktop operating systems, Microsoft 365/Office suite, remote access utilities, and network fundamentals.
• Communication Skills: Clear verbal communication, active listening, and structured technical writing skills.
• Compliance: Must be able to successfully complete standard background checks and criminal justice information services (CJIS) fingerprinting clearance prior to start., * Help Desk / Call Center Technical Support (Required 2 Years)
• Ticketing System Management (Incident Logging & Tracking) (Required 3 Years)
• Windows Operating Systems Troubleshooting (Win 10/11) (Required 3 Years)
• Microsoft Office / Microsoft 365 Support (Required 3 Years)
• Process & Technical Procedure Documentation (Required 2 Years)
• User Training Program Development & Coordination (Desired 1 Years)
• Remote Desktop Assistance Tools (Highly Desired 2 Years)
• PC Hardware / Peripherals Diagnostics & Vendor RMA (Highly Desired 2 Years)
• Basic LAN / Network Connectivity Troubleshooting (Highly Desired 2 Years)
• Custom / COTS Business Application Support (Nice to Have 1 Years)

• Schedule: 40 hours per week; Sunday through Wednesday and Saturday (Off days: Thursday and Friday)
• Hours: 8:00 AM - 5:00 PM
• Position Type: Staff Augmentation / Hourly Contract