Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to deliver hands-on technical assistance for employees in Portsmouth, New Hampshire within a Microsoft-centered environment. This Long-term Contract position is ideal for someone who enjoys solving end-user issues across hardware, software, connectivity, and printing while maintaining a high level of service. The role supports day-to-day IT operations by addressing escalated support needs, improving device reliability, and ensuring users can work effectively.

Responsibilities:
• Provide second-level support for desktops, laptops, mobile hardware, printers, and related end-user equipment.
• Investigate and resolve issues involving Windows 10/11, business applications, and Microsoft 365 tools.
• Manage user access tasks such as account updates, password assistance, and directory-based permissions within Active Directory and Entra ID.
• Identify and correct connectivity problems affecting wired, wireless, and general network access for end users.
• Maintain printer operations by supporting print servers, queue management, device deployment, and troubleshooting networked printing issues.
• Set up, configure, and maintain workstations, software packages, and endpoint devices to meet operational needs.
• Assist with device rollouts, hardware refreshes, workstation replacements, and upgrade activities.
• Record incidents, solutions, and troubleshooting actions accurately in the service desk ticketing platform.
• Route advanced or unresolved technical problems to higher-level support teams when deeper investigation is required.
• Deliver responsive, attentive customer support that promotes a positive experience for internal users.• At least 2 years of experience in help desk, desktop support, or a similar technical support role.
• Working knowledge of Windows 10/11 and Microsoft 365 applications in a business environment.
• Experience supporting identity and access functions using Active Directory and Microsoft Entra ID.
• Practical background with print servers, printer installation, and troubleshooting for network-connected printers.
• Understanding of basic networking concepts and the ability to diagnose common connectivity issues.
• Familiarity with ticket management systems and remote support utilities.
• Strong communication, organization, and analytical troubleshooting skills.
• An associate degree in Information Technology, relevant certifications such as CompTIA A+ or Network+, or equivalent hands-on experience is preferred.