Job Description
Job DescriptionWe are looking for a Help Desk/Desktop Support Analyst to provide responsive technical assistance for end users across a variety of client environments. This Contract position is ideal for someone who combines strong troubleshooting ability with a service-focused approach and clear, detail-oriented communication. The role supports day-to-day desktop, software, account, networking, and audiovisual needs while ensuring issues are documented thoroughly and resolved with a high level of customer satisfaction.
Responsibilities:
• Manage support cases from initial intake through final resolution, documenting diagnostics, actions taken, and outcomes in the ticketing system.
• Deliver end-user assistance for Windows and Mac devices, business applications, basic network connectivity, and audiovisual meeting technology.
• Maintain timely communication with users through appropriate support channels and provide updates that set clear expectations throughout the resolution process.
• Administer user access and account-related tasks within Active Directory and Microsoft 365, including routine support and issue remediation.
• Coordinate with network and other IT teams to investigate and resolve telecom or connectivity problems that require broader technical involvement.
• Track and oversee IT equipment through its lifecycle, including inventory control, device preparation, deployment, recovery, and retirement.
• Create and refine support documentation, standard operating procedures, and knowledge base content to improve consistency and team efficiency.
• Follow established service standards, productivity targets, and security requirements while safeguarding company and client information assets.
• Provide escalated assistance and occasional after-hours support when business needs require additional coverage.• Hands-on experience supporting desktop and end-user environments in a help desk or desktop support capacity.
• Working knowledge of Microsoft Windows 10 and general Microsoft Windows troubleshooting practices.
• Familiarity with Active Directory administration, including common account and access support tasks.
• Experience using service desk or ticketing platforms to log work, track progress, and close requests accurately.
• Ability to perform basic troubleshooting across hardware, software, user accounts, and connectivity issues.
• Strong customer service skills with the ability to communicate clearly and professionally with technical and non-technical users.
• Comfortable following standardized processes, meeting performance expectations, and maintaining detailed support documentation.