Mid-Level Helpdesk Analyst
Job Summary
Providing end-user support and ticket resolution, the full-time Mid-Level Helpdesk Analyst will manage user requests, troubleshoot application issues, and maintain documentation in a remote environment.
Key Responsibilities
- Receive, triage, and resolve user support requests within defined service level targets
- Troubleshoot application, access, and configuration issues across multiple platforms
- Maintain accurate ticket records, resolution notes, and author knowledge base articles
Required Qualifications
- Associate's degree in Information Technology or a related field; OR high school diploma plus two additional years of relevant experience
- Three to five years of IT help desk or end-user support experience
- Ability to obtain CompTIA A+ or ITIL 4 Foundation certification within 90 days of assignment
- Experience with ticketing systems and multi-platform support
- Familiarity with Active Directory and Microsoft 365 admin center
Complete Job Description
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