IT Help Desk Analyst End-user Support

We are seeking a customer-focused and technically skilled IT Help Desk Analyst – End-User Support to provide first-level technical assistance to employees and end users. The successful candidate will troubleshoot hardware, software, operating system, application, account, and connectivity issues while providing timely and professional support.

Responsibilities:

• Provide Level 1 and Level 2 technical support to end users through phone, email, chat, and remote-support tools.

• Diagnose and troubleshoot hardware, software, operating system, application, printer, and connectivity issues.

• Install, configure, and maintain computers, peripherals, software, and other IT equipment.

• Create, update, prioritize, and resolve help-desk tickets in an IT service management system.

• Assist users with password resets, account access, permissions, and basic security-related issues.

• Troubleshoot Microsoft Windows, Microsoft 365, email, browsers, VPN, and common business applications.

• Support remote employees with workstation and connectivity issues.

• Document troubleshooting steps, resolutions, and user interactions accurately.

• Escalate complex technical issues to appropriate IT teams or vendors.

• Monitor unresolved tickets and follow up with users to ensure issues are resolved.

• Assist with onboarding and offboarding employees, including equipment setup and account-related tasks.

• Maintain IT asset and equipment records.

• Develop and update knowledge-base articles and technical documentation.

• Educate users on proper use of hardware, software, applications, and IT procedures.

• Follow company IT policies, security standards, and service-level requirements.

Qualifications:

• High school diploma or equivalent required; associate degree or IT certification preferred.

• 1–3 years of experience in help desk, desktop support, technical support, or a related IT role preferred.

• Strong troubleshooting and problem-solving abilities.

• Excellent written and verbal communication skills.

• Strong customer-service orientation and patience when assisting users.

• Ability to prioritize multiple support requests and meet deadlines.

• Ability to work independently and as part of an IT support team.

• Experience with ticketing or IT service-management systems preferred.