<p>We are looking for a Help Desk Analyst to provide hands-on technical assistance for end users. This is a contract position focused on resolving day-to-day desktop and system issues, supporting Windows-based environments, and delivering responsive service through an organized support process. The ideal candidate is comfortable troubleshooting a range of hardware and software concerns while maintaining a detail-oriented and customer-focused approach.</p><p><br></p><p><strong>Responsibilities</strong></p><ul><li>Serve as the first point of contact for IT support requests</li><li>Triage and resolve issues across systems, software, and hardware</li><li>Provide hands-on technical support to staff (in-person and remote)</li><li>Troubleshoot common end-user issues including Outlook, Zoom, email performance, and system lag</li><li>Perform hardware repairs, replacements, and basic maintenance (e.g., printers, toner)</li><li>Reinstall and configure software and manage access to hardware/software licenses</li><li>Handle user account administration: password resets, new account setup, decommissioning users, and policy creation</li><li>Manage tickets in ServiceDesk Plus and work closely with the managing engineer (training provided on use cases and documentation)</li><li>Review and quarantine suspected spam/phishing emails via Barracuda</li></ul><p><br></p>

<p><strong>Must-Haves</strong></p><ul><li>Experience working in a high-volume service desk environment (averaging ~12 tickets per day)</li><li>Strong troubleshooting skills across Windows environments, email platforms, and common productivity tools</li><li>Hands-on experience supporting Outlook, Zoom, and end-user applications</li><li>Comfort supporting hardware issues (desktops, laptops, printers)</li><li>Experience with user provisioning and access management</li><li>Familiarity with ticketing systems (ServiceDesk Plus preferred)</li><li>Ability to handle a significant uptick in ticket volume during peak periods</li><li>Strong communication skills with the ability to support non-technical users</li></ul>

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