Helpdesk Support Analyst
About The Position
This Service Desk Technician role is responsible for serving as the first point of contact for internal and external users seeking technical assistance by phone, email, or in person. The position supports a wide range of basic technical issues—including password resets, VPN and wireless connectivity, email or printing issues, and workstation peripherals—while following established troubleshooting methods and documented procedures. Responsibilities include performing remote diagnostics, escalating unresolved issues to higher-level support, and documenting all activity in an ITSM tool such as ServiceNow. The role also assists with hardware and software installation, equipment staging, and establishing network connectivity. Success in this position requires strong customer service skills, keen attention to detail, the ability to follow written and verbal instructions, and proficiency with Microsoft 365 applications and MS Teams. Candidates should bring hands-on experience with help desk operations, solid communication skills, and a commitment to reliability, service, and continuous learning.
Requirements
- Strong customer service skills
- Keen attention to detail
- The ability to follow written and verbal instructions
- Proficiency with Microsoft 365 applications and MS Teams
- Hands-on experience with help desk operations
- Solid communication skills
- A commitment to reliability, service, and continuous learning.
Responsibilities
- Serving as the first point of contact for internal and external users seeking technical assistance by phone, email, or in person.
- Supporting a wide range of basic technical issues—including password resets, VPN and wireless connectivity, email or printing issues, and workstation peripherals—while following established troubleshooting methods and documented procedures.
- Performing remote diagnostics
- Escalating unresolved issues to higher-level support
- Documenting all activity in an ITSM tool such as ServiceNow
- Assisting with hardware and software installation, equipment staging, and establishing network connectivity.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
