IT Helpdesk Analyst

Help Desk Analyst Position Summary
We are seeking a dedicated Help Desk Analyst to support and maintain end-user hardware, software, and business applications to ensure optimal performance and reliability. This role serves as the primary escalation point for technical support, delivering both proactive and on-demand assistance to employees utilizing internal and external technology resources.
The Help Desk Analyst is also responsible for managing endpoint deployment processes, including the creation, testing, automation, and distribution of software packages, operating system images, applications, and security updates through endpoint management solutions.
This position is fully onsite in Michigan City, Indiana.
Key Responsibilities

• Deliver professional, customer-focused technical support with a positive and service-oriented approach.
• Take ownership of the end-to-end support process for all employee technology issues and requests.
• Identify process improvement opportunities and lead approved initiatives to enhance IT service delivery.
• Monitor endpoint hardware and software environments proactively to identify and address potential issues.
• Troubleshoot and resolve technical problems, performing root cause analysis to prevent recurring incidents.
• Maintain accurate documentation of support procedures, issue resolutions, and technical knowledge resources.
• Administer and support endpoint management systems and processes across connected IT assets.
• Prepare and manage technical documentation, compliance records, audits, and operational reports.
• Provide end-user training and guidance to increase technology adoption, productivity, and self-service capabilities.
• Coordinate onboarding activities, including new user setup, system configuration, training, and ongoing support.
• Manage support interactions from initiation through resolution, ensuring effective follow-up and timely communication.
• Assist with the planning, testing, and deployment of new technologies, system upgrades, and special IT projects.

Qualifications

• Demonstrated experience in an IT support, help desk, or technical support role, preferably within an onsite environment.
• Strong understanding of computer hardware, operating systems, software applications, and network fundamentals.
• Experience supporting Microsoft Windows 10 and Windows 11 environments.
• Familiarity with Microsoft 365 technologies and Microsoft Intune administration is preferred.
• Ability to work onsite and travel between office locations or facilities as needed to provide technical support, perform hardware-related tasks, and ensure prompt resolution of service requests.