Desktop Support Analyst

• Address and resolve 40–60 user support calls daily, ensuring timely and effective assistance
• Diagnose and troubleshoot Tier 1 technical issues, escalating complex matters to Tier 2 support when necessary
• Perform Active Directory tasks, including unlocking accounts and resetting passwords
• Maintain accurate records of all issues and resolutions using the designated ticketing system
• Collaborate with team members to manage and prioritize incoming support tickets
• Provide clear and concise end-user documentation to assist clients in resolving recurring issues
• Utilize tools such as HP diagnostics and Citrix technologies to assess and resolve hardware or software concerns
• Deliver exceptional customer service, ensuring that users feel supported and informed throughout the troubleshooting process
• Stay proactive in identifying and resolving simple technical issues independently
• Contribute to team efficiency by coordinating efforts and sharing insights into common user challenges

• Minimum of 1-2 years of experience in IT Helpdesk or technical support roles
• Proficiency in Active Directory tasks, including account administration and password management
• Strong troubleshooting skills with the ability to manage multiple tasks simultaneously
• Familiarity with tools such as HP diagnostics and Citrix technologies
• Excellent communication skills with a focus on delivering customer-first solutions
• Ability to create user-friendly documentation for end-users
• Eagerness to learn new technologies and grow within the IT field

A+ Certification is advantageous but not mandatory

• Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance
• Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan