Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to join our team in Norwalk, Connecticut on a Contract basis. In this role, you will provide hands-on and remote technical support for employees across desktop, mobile, and collaboration technologies, ensuring issues are addressed efficiently and professionally. This opportunity is ideal for someone who enjoys solving user problems, managing endpoint setups, and supporting modern workplace tools in a fast-paced environment.

Responsibilities:
• Provide day-to-day technical assistance to on-site and remote employees, resolving issues related to computers, mobile devices, applications, and network connectivity.
• Triage incoming support requests, document all activity in Jira, and see routine incidents through diagnosis, resolution, and user follow-up while escalating advanced problems when needed.
• Prepare and deploy equipment for new hires, including Mac, Windows, and mobile devices, and ensure each setup is fully configured for immediate use.
• Install and update software, connect and troubleshoot peripheral devices, and guide employees on the effective use of supported hardware and applications.
• Support Zoom Rooms and Logitech-based conferencing environments by handling configuration, firmware updates, device troubleshooting, and coordination with external vendors.
• Use AI-enabled tools in daily support operations to speed up issue resolution, enhance knowledge documentation, and improve service workflows.
• Coordinate repair or replacement requests with manufacturers and service providers while maintaining confidentiality around employee and company information.
• Track spare parts, equipment usage, and service history to maintain accurate inventory and repair records.

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent relevant experience.

• At least 4 years of experience in desktop or IT support within a mid-sized to large organization supporting Windows, macOS, and mobile environments.

• Strong working knowledge of Windows 10, Microsoft Windows support, Active Directory, and general service desk ticket management.

• Experience with Atlassian tools such as Jira and Confluence, along with platforms including Google Workspace and Adobe Creative Cloud.

• Hands-on expertise supporting Zoom Rooms and Logitech conference room hardware, including cameras, controllers, audio devices, and related peripherals.

• Familiarity with iOS, Android, ClearPass, major web browsers, and collaboration devices such as Jabra and Polycom.

• Ability to work independently, adapt to shifting priorities, and apply sound troubleshooting skills in ambiguous situations.

• Excellent communication, organization, discretion, and customer support skills, with comfort using enterprise AI tools as part of daily IT operations.