Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to provide responsive technical support for end users at a manufacturing facility in Carson City, NV. This is a Contract position focused on delivering first-line assistance across desktop, laptop, hardware, software, and Microsoft-based environments. The ideal candidate will combine strong troubleshooting ability with excellent customer service skills and a practical understanding of system administration tasks in a fast-paced IT setting.

Responsibilities:

• Deliver front-line technical support to users by responding to service requests and resolving day-to-day hardware, software, and system issues.

• Install, configure, maintain, and troubleshoot Microsoft Windows operating systems across desktop and laptop environments.

• Manage assigned help desk tickets through completion, ensuring timely follow-up, clear communication, and effective issue resolution.

• Investigate system-related incidents, identify root causes, and apply practical fixes for workstation, application, and administration problems.

• Administer user accounts, computer objects, and mailboxes within Active Directory and Microsoft 365 environments.

• Assist with support activities for Citrix, virtual infrastructure, and related enterprise systems used by the organization.

• Assess user needs and recommend appropriate technical solutions that align with operational requirements.

• Monitor system and network performance using available tools and take action to improve reliability and efficiency.

• Create and maintain accurate documentation for support procedures, technical changes, and recurring maintenance activities.

• Collaborate with IT team members and business users to discuss support needs, upcoming system requirements, and other technical priorities.

• At least 5 years of relevant experience in desktop support, help desk operations, or a closely related IT support role.

• Hands-on experience building, upgrading, repairing, and imaging PCs and laptops.

• Working knowledge of Active Directory, Office 365, Microsoft Windows, and basic PowerShell scripting.

• Ability to troubleshoot desktop, laptop, antivirus, firmware, and general Windows-related technical issues.

• Experience handling service desk tickets and prioritizing multiple support requests in an organized manner.

• Strong analytical skills with the ability to evaluate technical problems, interpret complex information, and develop sound solutions.

• Effective verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical users.

• Ability to work independently and collaboratively while building productive relationships with onsite and remote users