Help Desk Support / Help Desk Specialist - W2 30.23/hr

Service Desk Analyst (Level 1/2 Technical Support)

We are seeking a Service Desk Analyst to provide first and second-level technical support for end users in a fast-paced enterprise environment. This role requires strong troubleshooting abilities, excellent customer service skills, and the ability to resolve a broad range of hardware, software, network, and access-related issues. The ideal candidate will take ownership of incidents from initial contact through resolution while maintaining a high standard of communication and user satisfaction.

Key Responsibilities

• Provide remote technical support through phone, chat, and collaboration platforms.
• Troubleshoot and resolve software, hardware, network, VPN, and connectivity issues.
• Diagnose incidents, identify root causes, and communicate technical findings clearly to end users.
• Log, track, and manage incidents and service requests using an IT Service Management (ITSM) platform.
• Install, upgrade, configure, and maintain desktops, laptops, software applications, and peripherals.
• Support user account administration, access management, and security group maintenance.
• Assist users with productivity suite issues, including email, calendaring, permissions, and delegation.
• Deploy software updates and patches through endpoint management platforms.
• Support wired and wireless networking issues and basic home-office connectivity troubleshooting.
• Create and maintain knowledge base articles and process documentation.
• Monitor ticket queues, manage aging incidents, and ensure timely resolution.
• Collaborate with cross-functional teams to resolve complex technical issues.
• Participate in small technical projects and process improvement initiatives.
• Maintain high customer satisfaction through effective communication and follow-through.

Required Qualifications

• Experience in Service Desk, Help Desk, Technical Support, or Desktop Support environments.
• Experience with incident and ticket management processes.
• Working knowledge of Active Directory user and security group administration.
• Strong understanding of Windows operating systems.
• Experience supporting Microsoft 365 applications in an enterprise environment.
• Knowledge of VPN troubleshooting and remote access support.
• Familiarity with wired and wireless networking concepts.
• Experience troubleshooting hardware, software, and peripheral devices.
• Strong analytical, problem-solving, and root cause analysis skills.
• Ability to communicate technical concepts to non-technical users.
• Self-motivated with the ability to work independently and collaboratively.
• Strong documentation and knowledge management skills.
• Exceptional customer service and interpersonal skills.

Preferred Qualifications

• Experience with ITSM tools.
• Experience with endpoint management and software deployment platforms.
• Familiarity with enterprise security and encryption tools.
• Experience supporting remote and hybrid work environments.

Work Schedule

• Full-time position (40 hours per week).
• Five-day work week.
• Rotating weekend support required during peak operational periods.
• Flexible schedule availability required during high-volume periods.
• Support coverage operates seven days a week during extended business hours.