Job Description
We are looking for a Help Desk Analyst I to join a team in a contract-to-permanent role. This role supports end users across desktop, server, and productivity environments, while delivering responsive technical assistance and a high standard of customer care. The ideal candidate brings strong troubleshooting ability, communicates clearly with both technical and non-technical users, and works effectively in a collaborative support setting.
Responsibilities:
• Provide day-to-day technical support for Windows-based PCs, desktop hardware, and related workstation issues for end users.
• Troubleshoot and resolve incidents involving Microsoft 365 applications, antivirus software, malware concerns, and general access or performance problems.
• Support both PC and Mac environments, ensuring users receive timely assistance across multiple platforms.
• Monitor, update, and manage service requests through a ticketing system, maintaining accurate documentation and follow-through on open issues.
• Assist with administration and support activities for Windows Server, Exchange Server, and Terminal Server environments as needed.
• Work closely with team members to diagnose recurring technical problems, escalate complex issues appropriately, and improve service delivery.
• Help maintain and support core office technologies, including desktop equipment, PC hardware, and PBX/PABX-related user support when required.
• Contribute to basic network and security troubleshooting, including support related to routers, firewalls, and endpoint protection tools when applicable.• Hands-on experience supporting Windows PCs, desktop hardware, and workstation environments in a help desk or technical support role.
• Strong problem-solving skills with the ability to identify issues quickly and deliver effective user-focused solutions.
• Excellent verbal and written communication skills, with a detail-oriented approach to customer service.
• Ability to collaborate successfully within a team-oriented IT support environment.
• Familiarity with Microsoft 365, antivirus and malware tools, and general end-user application support.
• Working knowledge of Windows Server, Exchange Server, and Terminal Server support concepts.
• Experience using a ticket management system to track, update, and resolve support requests.
• Certifications such as CompTIA A+, Network+, Security+, or Microsoft desktop/server credentials are preferred.
