Help Desk/Desktop Support Analyst

Description

We are looking for a Help Desk/Desktop Support Analyst to deliver responsive IT support for users and serve as a key escalation point for more advanced technical issues in Sandy, UT. This role combines hands-on troubleshooting with customer-focused service, supporting desktop, network, server, and cloud-based environments while helping maintain efficient service desk operations. The ideal candidate is comfortable working independently, prioritizing competing requests, and partnering with internal teams and client contacts to resolve problems effectively.

Responsibilities

Address escalated service requests from frontline support staff and drive timely resolution of more complex technical problems.

Troubleshoot desktop, server, network, and virtual environment issues, escalating specialized matters to the appropriate technical teams when needed.

Provide direct assistance to end users and client-side IT contacts, both remotely and on site, to restore productivity and system access.

Perform routine software or hardware setup tasks and support day-to-day operations across Microsoft-based environments.

Maintain accurate ticket updates, service records, and troubleshooting documentation to ensure clear tracking of support activity.

Create user guidance, deliver practical training, and prepare support materials when employees need help with equipment or applications.

Review service desk incidents and requests to help improve response times, identify service concerns, and support a high standard of customer care.

Monitor logs, server health, security-related alerts, and special services to detect issues early and apply corrective actions as appropriate.

Contribute to process improvements, collaborate across teams on technical changes, and support the mentoring of Tier 1 analysts.

Participate in urgent or after-hours response when critical incidents require immediate technical support.

Requirements

2+ years of experience in help desk, desktop support, or technical support roles. Bachelor's degree in a related technical field, an information technology diploma or certificate, or an equivalent combination of education and relevant experience. Working knowledge of Microsoft 365, Azure, Microsoft Windows, Windows 10, and Microsoft Office applications. Hands-on experience with Active Directory, service desk ticketing workflows, and general troubleshooting for end-user issues. Ability to manage multiple priorities independently with limited supervision in a fast-paced support environment.

Strong communication skills and a detail-oriented, service-oriented approach when assisting users and collaborating with technical teams. Familiarity with incident management or change management practices is preferred. Microsoft or Fortinet certifications, as well as experience in hosted environments, are considered an advantage.

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