Help Desk Analyst

Cook Systems • Memphis, TN

12d • Onsite

About The Position

Since 1990, Cook Systems —a certified veteran-owned IT consulting firm—has been helping businesses and professionals grow through innovation, integrity, and investment in people. We partner with Fortune 500 enterprises and high-growth companies alike to deliver agile technology solutions, AI-driven talent strategies, and our signature FastTrack program that develops the next generation of tech talent. At Cook, you’ll find a culture that values excellence, creativity, and accountability. We believe in opportunity backed by trust—and in building careers that last. Check out what our team members have to say on our Glassdoor page, and discover why Cook Systems is where meaningful careers take off! The Technical Support Specialist provides first-level, second-tier technical support to end-users for hardware and software issues on desktop computers across the organization. This role involves direct customer interaction and technical assistance for computer systems, software, and hardware.

Requirements

• Excellent written and verbal communication skills.
• Ability to process complex verbal and written instructions.
• Exceptional customer service skills.
• Minimum of 3 years of experience in a service desk support role.
• Proficiency in working within a Microsoft Azure AD (Entra ID) environment.
• Experience in supporting Office 365 applications and MS Intune for Endpoint Device Management.
• Expertise in supporting mobile device platforms, including Apple iOS and mobile applications.
• Competence in supporting MacOS and Apple devices.
• Thorough knowledge of current desktop computer operating systems, particularly Windows.
• Ability to set up and configure computers and printers in a network environment.
• Understanding of PC and laptop hardware components to ensure optimal utilization and functionality.
• Skills to support desktop printers (e.g., Lexmark, Xerox, HP) and a broad range of desktop peripherals (e.g., modems, storage devices, scanners).
• Proficiency in desktop applications, particularly MS Word, Excel, PowerPoint, Outlook, desktop utility software, and desktop management tools.

Responsibilities

• Deliver first-level, second-tier technical support for end-users, focusing on hardware and software for desktop computers.
• Provide technical assistance for incoming requests and issues related to computer systems, software, and hardware.
• Collaborate with IT teams to troubleshoot and resolve escalated incidents.
• Identify support needs, diagnose, and resolve hardware and software issues in collaboration with stakeholders.
• Manage all endpoint installations and configurations.
• Assist in maintaining and updating inventory of computers and related peripherals.

Benefits

• Choose from two comprehensive medical plans through Blue Cross Blue Shield, with dental and vision coverage included.
• Protect what matters most with life, critical illness, and accident insurance through Unum
• Plan ahead and save with a Flexible Spending Account and Daycare FSA through Navia
• Our Health Gap Insurance through Sun Life helps cover unexpected costs
• Build your future with our 401(k) plan through The Standard. You’re eligible after just six months

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees