IT Help Desk Analyst

Job Summary

We are looking for a forward-thinking Help Desk Analyst to support the IT team and act as the first point of contact for employees with technology issues. This role focuses on resolving problems quickly, communicating clearly, and working closely with others in a fast-moving environment. The right candidate should be comfortable taking initiative, handling responsibility, and contributing to a team that delivers dependable support.

What You’ll Do

• Act as the first contact for IT questions and issues received by phone, email, or the ticketing platform, and work toward prompt, practical resolutions.
• Diagnose and fix problems involving hardware, software, networking, and peripherals for laptops, desktops, printers, and mobile devices.
• Administer user accounts by creating, updating, or disabling access, resetting passwords, and managing permissions in Active Directory or similar systems.
• Support employee onboarding and offboarding by preparing devices and ensuring access is set up or removed securely.
• Record each request and its resolution accurately in the ticketing system and ensure proper follow-up.
• Keep IT equipment inventory organized and make sure assets are assigned and tracked correctly.
• Help employees understand software, hardware, and IT policies through guidance and basic training.
• Partner with the wider IT team on initiatives such as system upgrades, software deployments, and process enhancements.
• Spot recurring technical issues and suggest improvements that can raise efficiency and user satisfaction.

What We’re Looking For

• An associate degree in Information Technology, Computer Science, or equivalent hands-on experience.
• At least 1 to 2 years of experience supporting users in a help desk or IT support environment.
• Working knowledge of Windows and macOS, Microsoft 365, and standard troubleshooting utilities.
• Exposure to ticketing platforms such as Zendesk, ServiceNow, or Jira, along with remote support tools.
• Basic networking knowledge, including Wi‑Fi, VPNs, and IP addressing.
• Strong verbal and written communication skills, with the ability to translate technical issues for non-technical users.
• Good teamwork and interpersonal skills, plus a willingness to contribute to shared goals.
• Ability to organize priorities, manage time well, and stay effective in a busy environment.

Preferred Qualifications

• CompTIA A+, Network+, or ITIL Foundation certification.
• Background using Active Directory and managing IT assets.
• A proactive mindset focused on problem-solving and ongoing improvement.