Job Description
Job DescriptionWe are looking for a Help Desk Support Analyst to join a team in Jacksonville, Florida in a contract-to-permanent capacity. This position is ideal for someone who combines hands-on technical support experience with strong analytical thinking and careful documentation practices. The role focuses on resolving service desk issues, identifying underlying causes of recurring problems, and turning technical findings into clear updates that support business decisions.
Responsibilities:
• Resolve incoming help desk requests by troubleshooting technical issues, documenting findings, and delivering timely support to end users.
• Investigate recurring incidents to determine underlying causes and recommend practical corrective actions that reduce repeat issues.
• Review technical information and support data to identify trends, exceptions, and opportunities for service improvement.
• Maintain accurate ticket records, support notes, and written procedures to ensure clear communication across teams.
• Use Excel and data visualization tools to organize large volumes of information and present meaningful insights.
• Partner with internal teams, customers, and external contacts to clarify issues, share updates, and support effective problem resolution.
• Manage multiple assignments in a fast-paced environment while adjusting priorities based on business needs and ticket volume.
• Contribute to a collaborative support environment while also working independently to move issues forward with minimal oversight.• At least 2 years of experience in help desk, desktop support, or service desk environments.
• Demonstrated skill in basic troubleshooting and handling service desk tickets from intake through resolution.
• Ability to perform root cause analysis and interpret technical details with a high level of accuracy.
• Strong written communication skills with the ability to create clear documentation and technical summaries.
• Proficiency with Microsoft Office, especially Excel, and the ability to learn new systems quickly.
• Experience working with large datasets, recognizing patterns, and translating findings into actionable recommendations.
• Strong interpersonal skills and the ability to work effectively with cross-functional teams, customers, and suppliers.
• Proven ability to stay organized, detail-oriented, and adaptable in a high-volume support setting.