Helpdesk Analyst

Job Summary

Supporting an Employee Services team in a fully remote capacity, the contract Technical Helpdesk Analyst 3 will troubleshoot hardware and software issues, resolve user inquiries, and document solutions to ensure a positive end-user experience.

Key responsibilities

• Troubleshoot and resolve hardware, software, and operating system issues for internal users
• Document incidents and resolutions within a ticketing system to maintain service records
• Provide technical support via phone, email, chat, and remote tools to enhance user satisfaction

Required qualifications

• 5-7+ years of experience in Help Desk, Service Desk, or Technical Support roles
• Proficiency in troubleshooting Microsoft Windows, Microsoft Office, and common enterprise applications
• Experience with documenting service requests and resolutions in a ticketing system
• Ability to manage multiple requests and prioritize workload in a fast-paced environment
• Familiarity with Active Directory and user account management procedures