Enterprise IT Helpdesk Analyst

The Enterprise Helpdesk Analyst plays a critical role in delivering advanced technical support to care team members across multiple locations. This position provides elevated Tier-2 level troubleshooting, serves as an escalation resource for Technicians, and ensures timely, professional, and solutions-focused service interactions. The Enterprise Helpdesk Analyst contributes to process improvement efforts, documentation quality, knowledge sharing, and workflow enhancements while maintaining a strong customer-service orientation.

Core Support Responsibilities

• Resolve complex technical issues involving hardware, software, connectivity, and system access.
• Perform account and access management tasks, including onboarding, offboarding, and permission updates.
• Maintain thorough documentation for all tickets, solutions, procedures, and updates.
• Communicate clearly and professionally with care team members, ensuring a positive service-desk experience.
• Ensure compliance with IT processes, security standards, and escalation protocols.

Advanced & Collaborative Responsibilities

• Serve as a point of escalation for Technicians, offering guidance on best practices and complex troubleshooting.
• Analyze recurring issues and collaborate on workflow improvements that support service efficiency and user satisfaction.
• Contribute subject-matter expertise to knowledge bases, training resources, and team documentation.
• Partner with IT teams to support continuous improvement efforts, system enhancements, and cross-functional initiatives.
• Support organizational technology needs with professionalism, urgency, and customer-focused service delivery.

Do you have experience in Windows?, Do you have a High school diploma or GED?, * High school diploma required

• Associate degree in Information Technology or related field preferred.

License/Certification

• CompTIA Network+, A+, or Microsoft 365 Certified Fundamentals/Administrator-level certifications preferred., * 2-5 years of service desk or technical support experience, or equivalent training/certification-based experience.
• Proficient troubleshooting skills in Windows OS, Microsoft 365, and remote access technologies.
• Demonstrated success managing escalations, complex tickets, and high-volume support workflows.
• Strong verbal and written communication skills with a commitment to delivering a positive client experience.

Knowledge, Skills, and Abilities

• Ability to independently resolve most technical issues without escalation.
• Skilled in account management tasks including password resets, provisioning, and access troubleshooting.
• Strong analytical and problem-solving skills with attention to detail and follow-through.
• Excellent communication and interpersonal skills with a focus on empathy, professionalism, and clarity.
• Ability to remain calm and supportive during challenging or time-sensitive technical issues

Pulled from the full job description

• Life insurance
• Paid holidays