IT Help Desk Analyst I - Indianapolis, IN - Hybrid

Location: Indianapolis, IN Hybrid Employment Type: Contract Duration: 6 Months Schedule: Full-time, 8 hours/day
Shift Options: 6:00 AM 3:00 PM ET or 8:00 AM 5:00 PM ET
Onsite Requirement: Hybrid; onsite presence may vary from 1 4 days per week
Experience: 1 3 years
Overtime / Weekends / On-Call: None

Role Overview

We are looking for an IT Help Desk Analyst to provide first-line technical support and deliver a strong end-user experience. The ideal candidate will have hands-on troubleshooting experience across PC hardware/software, Microsoft 365, networking, password/access issues, virtual machines, and endpoint devices.

Key Responsibilities

• Receive and manage IT support requests through phone and automated channels
• Troubleshoot and resolve first-level technical issues
• Support PC hardware, software, networking, and telecommunications issues
• Provide Microsoft 365 (O365) support
• Perform password maintenance and password resets
• Support Virtual Machines
• Support Dell Wyse devices
• Log, track, and manage incidents and requests using established procedures
• Make timely escalations for issues that cannot be resolved immediately
• Assist with fulfillment activities and special projects
• Maintain accurate technical documentation and ticket information

Must-Have Skills

• 1 3 years of Help Desk, Service Desk, Desktop Support, or IT Technical Support experience
• PC hardware and software troubleshooting
• Microsoft Office 365 / O365 support
• Password maintenance and reset troubleshooting
• Basic computer networking knowledge
• Telecommunications and/or configuration management troubleshooting
• Incident/request logging and management
• First-line technical troubleshooting
• Strong customer service skills
• Excellent verbal, written, and interpersonal communication

Preferred Skills

• Virtual Machine support
• Dell Wyse device support
• ServiceNow ITSM modules
• HDI certification
• Service Desk tools
• 2 3 years of customer service experience

Education

Associate's degree or recognized trade certification preferred. Equivalent education and relevant experience in personal computers, computer networking, telecommunications, or configuration management troubleshooting may also be considered.

Don t Apply If

• You do not have hands-on IT troubleshooting experience
• You are looking exclusively for a fully remote position
• You cannot accommodate the required hybrid schedule in Indianapolis, IN
• Your experience is primarily non-technical customer service without PC/software/network troubleshooting