Help Desk Analyst

Role Summary
This position involves providing first-level technical support for end-users within an IT service environment. The role requires troubleshooting, resolving incidents, and managing service requests for internal employees, contractors, and interns. It offers an opportunity to work in a dynamic and fast-paced setting, supporting a broad range of hardware, software, and enterprise applications. The position is suitable for individuals with prior experience in help desk or desktop support roles seeking to contribute to a collaborative IT support team.


Responsibilities

• Diagnose, troubleshoot, and resolve issues related to Windows operating systems, Microsoft 365 services, and mobile devices.
• Support Citrix virtual environments, enterprise applications, remote access, VPN, and network connectivity problems.
• Deliver professional customer service through clear communication and active listening to both technical and non-technical users.
• Document, track, and manage incidents and service requests using ServiceNow, ensuring timely resolution within established service levels.
• Assist with user onboarding, access provisioning, password resets, and Multi-Factor Authentication enrollment.
• Utilize troubleshooting tools and knowledge articles to efficiently resolve or escalate issues.
• Follow security policies and data protection standards to ensure system integrity and confidentiality.
• Collaborate with team members and other support groups to address complex issues and enhance service quality.
• Participate in project work, process improvements, and testing related to IT support services.
• Support the adoption of workplace technologies and participate in after-hours on-call rotations for support beyond standard hours.

Qualifications

• A minimum of two (2) years of experience in a Service Desk, Help Desk, or desktop support role.
• Proven experience supporting enterprise technologies in large corporate or utility environments preferred.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certifications, or ITIL Foundations are advantageous.
• Strong interpersonal skills, with the ability to communicate effectively with technical and non-technical stakeholders.
• Skilled in troubleshooting Windows 10/11, Microsoft 365, mobile device management, Citrix, VPN, and network connectivity issues.
• Ability to independently prioritize tasks, analyze issues, and follow through with documenting solutions.
• Excellent customer service orientation with sound judgment and problem-solving skills.
• Availability to work scheduled shifts within the core hours of 6:30 AM to 5:00 PM, Monday through Friday.
• Must have a valid driver's license and reliable internet service for remote work capabilities.
• Reside within a 60-minute commute of the reporting location.
• Eligible to work legally within the United States and pass all background screening requirements.In compliance with federal law, all persons hired must verify their identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire. Candidates must be legally authorized to work in the United State.

Publishing Pay Range: $20.00 - $23.00 hourly


This position is based in office and requires employee to work on-site.

About GDH:
At GDH, we believe in the power of people and the importance of caring. Our culture statement, "We care about people," isn't just a tagline - it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.


Who We Are:
GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service.


GDH Benefits


GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee's life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more! For more detailed information on benefits, please go to GDH's website under the tab for candidates.


GDH provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, gender, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable federal, state, and local laws. Applicants with disabilities who require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.


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