Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to provide day-to-day technical assistance and keep end-user systems running smoothly for a Long-term Contract position in Grand Rapids, Michigan. This role supports employees by resolving technology issues, improving the user experience, and helping maintain reliable desktop and device operations. The ideal candidate brings strong troubleshooting ability, clear communication skills, and a practical understanding of common business applications and support processes.

Responsibilities:
• Investigate and resolve user issues involving desktops, laptops, tablets, operating systems, software applications, and related peripheral equipment.
• Deliver technical guidance to employees on the effective use of hardware and software, including support for onboarding activities and new user setup.
• Maintain accurate service records by documenting incidents, resolutions, access requests, and knowledge resources within ticketing and support logs.
• Contribute to IT initiatives by assisting with equipment rollouts, software testing, data recovery efforts, and technology migration activities.
• Configure, install, update, back up, and maintain workstation environments to support dependable daily operations.
• Apply established policies and procedures to system changes and support tasks while helping uphold regulatory and organizational compliance standards.
• Manage and respond to service desk tickets in a timely manner, escalating issues when needed to ensure efficient resolution.
• Support user account and access-related tasks, including basic administration within tools such as Active Directory.
• Assist with Windows-based desktop support needs, including troubleshooting within Microsoft Windows 10 environments.• Demonstrated ability to troubleshoot technical problems across hardware, software, and end-user computing environments.
• Strong communication skills with the ability to explain technical concepts clearly to non-technical users.
• High attention to detail and sound problem-solving skills in a service-oriented support setting.
• Proficiency with Microsoft Windows, including experience supporting Windows 10 devices and desktop applications.
• Familiarity with service desk workflows, ticket tracking, and maintaining accurate technical documentation.
• Working knowledge of business tools such as Microsoft applications, Adobe products, DocuSign, and cloud-based technologies.
• Experience using tablets and supporting standard user procedures, account access, and device-related processes.
• Exposure to Active Directory and basic desktop support administration is preferred.