Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to join a rental and leasing services organization in Cape Coral, Florida in a contract-to-permanent capacity. This role is suited for a service-oriented IT specialist who can resolve end-user issues efficiently, communicate clearly with employees at all levels, and maintain strong documentation throughout the support process. The position will play a key part in delivering dependable technical assistance, improving the user experience, and supporting day-to-day service desk operations.

Responsibilities:

• Deliver responsive technical support to employees across the organization, including executive leadership, while maintaining a high standard of service.

• Investigate incidents by asking targeted diagnostic questions, identifying underlying causes, and working toward timely resolution of hardware, software, and access-related problems.

• Support business applications and core IT environments by addressing user requests, troubleshooting system issues, and providing practical solutions whenever possible.

• Record each support interaction with clear, accurate ticket notes so that issue history, actions taken, and outcomes are fully documented.

• Translate technical information into straightforward guidance that end users can easily follow when learning systems, tools, or updated procedures.

• Participate in user and business testing activities to build familiarity with upcoming enhancements and help prepare for successful adoption.

• Share recurring issues, service trends, and improvement opportunities with service desk leadership to strengthen overall support performance.

• Assist with operational reporting and daily metric tracking while ensuring requests are handled within established service level expectations.

• Experience resolving a wide range of technical support issues in a help desk, desktop support, or similar IT support environment.
• Working knowledge of Microsoft Windows, Windows 10, and basic troubleshooting methods for end-user devices and applications.
• Familiarity with Active Directory and service desk ticketing practices used to manage incidents, requests, and user access needs.
• Strong customer service skills with the ability to support users patiently and effectively across different levels of technical understanding.
• Ability to diagnose problems, prioritize tasks, and manage multiple support requests in a fast-paced setting.
• Clear written and verbal communication skills, including the ability to document resolutions thoroughly and explain technical topics simply.
• Exposure to ServiceNow and proficiency with Microsoft Office applications such as Excel, Word, and PowerPoint are considered advantageous.