Support Desk Analyst

Help Desk Representative

Role Overview The Help Desk Representative serves as the first point of contact for end users seeking technical assistance. This role is responsible for providing timely, accurate, and customer-focused support for IT-related incidents and service requests, including hardware, software, application access, and basic network connectivity issues. The Help Desk Representative plays a critical role in maintaining productivity, minimizing downtime, and delivering a positive end-user experience while adhering to established SLAs, policies, and procedures.

Key Responsibilities

• Incident & Service Request Support Receive and respond to help desk requests via phone, email, chat, or ticketing system. Diagnose and resolve Tier 1 technical issues related to desktops, laptops, printers, peripherals, and standard business applications. Perform password resets, account unlocks, and access troubleshooting. Escalate unresolved or complex issues to Tier 2/3 support teams following defined procedures.
• Customer Service & Communication Provide professional, courteous, and empathetic support to all users. Clearly communicate issue status, resolution steps, and expected timelines. Maintain a calm and helpful demeanor in high-pressure or time-sensitive situations.
• Technical Troubleshooting Troubleshoot operating system issues (Windows/macOS), basic networking (Wi-Fi, VPN, connectivity), and common software problems. Support email, collaboration tools, and remote access technologies. Assist with device setup, onboarding, and basic configuration tasks.
• Ticket Documentation & Quality Accurately document all incidents, requests, troubleshooting steps, and resolutions in the ticketing system. Ensure tickets meet quality standards for completeness and clarity. Identify recurring issues and contribute to knowledge base articles or process improvements.
• Compliance & Security Awareness Follow organizational security policies and best practices. Handle user credentials and sensitive information appropriately. Comply with applicable regulatory requirements (e.g., HIPAA in healthcare environments).

Requirements Required Skills & Qualifications 13 years of experience in a help desk, service desk, or technical support role. Basic knowledge of Windows and/or macOS operating systems. Familiarity with common IT tools, ticketing systems (ServiceNow, Remedy, Cherwell, Zendesk, etc.), and remote support software. Strong problem-solving and troubleshooting skills. Excellent verbal and written communication skills. Customer-service mindset with attention to detail.

Preferred Qualifications Experience supporting healthcare, enterprise, or managed services environments. Familiarity with ITIL concepts and SLA-driven support models. Exposure to EHR systems, business applications, or cloud-based tools.

Performance Expectations Meet or exceed SLA targets for response and resolution times. Maintain high ticket documentation accuracy and quality. Achieve positive customer satisfaction scores. Demonstrate reliability, professionalism, and continuous improvement.