Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to provide dependable technical assistance for a healthcare organization in Bethlehem, Pennsylvania. This Long-term Contract position supports day-to-day end user needs by resolving technology issues, managing access in a hybrid Active Directory and Azure environment, and preparing equipment for new and existing staff. The ideal candidate brings a service-focused approach, solid troubleshooting ability, and comfort working with Windows systems, Office 365, and help desk tools.

Responsibilities:
• Deliver first-line technical support for computer, software, and connectivity issues affecting employees.
• Diagnose and address problems involving Windows operating systems, Office 365 applications, and related workplace technology.
• Administer user access tasks in Active Directory and Azure AD, including password assistance and account setup or removal.
• Prepare, deploy, and configure desktops, laptops, and mobile devices for staff use.
• Support employee onboarding and offboarding by coordinating device readiness and system access.
• Record incidents, troubleshooting steps, and outcomes accurately within the service desk platform.
• Route advanced or unresolved issues to senior IT team members when additional expertise is required.
• Track and maintain inventory levels for IT hardware, peripherals, and support supplies.
• Balance multiple incoming requests effectively while meeting service expectations and deadlines.
• Participate in assigned training and assist with additional support duties aligned with the needs of the IT team.• At least 1 year of experience in a help desk, desktop support, or similar technical support position.
• Working knowledge of Microsoft Windows environments, including Windows 10 support and basic system troubleshooting.
• Familiarity with Office 365 applications and common end user support issues.
• Understanding of foundational networking concepts used in day-to-day desktop support.
• Experience handling and updating service desk tickets in a ticketing platform such as Zendesk, Freshservice, or a comparable system.
• Hands-on experience with Active Directory user account support; exposure to Azure AD is preferred.
• Strong organizational skills with the ability to prioritize tasks and manage time effectively.