Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to deliver responsive technical assistance to employees working across Portland, Maine and remote environments. This Long-term Contract position is ideal for a service-oriented, detail-oriented individual who can diagnose everyday technology issues, guide users clearly, and keep support activities organized. The role focuses on maintaining productivity by resolving device, software, and access problems while ensuring a reliable end-user experience.

Responsibilities:
• Deliver first- and second-level technical support for workstations, notebooks, mobile devices, printers, and other end-user equipment.
• Investigate and resolve issues involving operating systems, business applications, connectivity, and remote access with a strong focus on timely service.
• Provide hands-on and remote support for Microsoft 365 tools such as Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
• Track incoming incidents and service requests through the support platform, ensuring updates, resolutions, and user interactions are documented accurately.
• Coordinate employee onboarding and offboarding tasks, including account access, equipment setup, collection, and deployment of assigned technology.
• Maintain device inventory records and assist with hardware replacements, refresh cycles, and general asset management activities.
• Support meeting room technology and collaboration tools to help ensure smooth day-to-day communication and presentation capabilities.
• Escalate higher-complexity issues when needed and contribute to broader IT initiatives and operational improvements.
• Assist users with Active Directory-related access needs, account support, and other basic administrative tasks tied to end-user services.• At least 3 years of experience in help desk, desktop support, or a similar IT support role.
• Working knowledge of Windows environments, including Windows 10, with the ability to perform effective technical troubleshooting.
• Experience supporting Microsoft 365 Enterprise applications in a business setting.
• Familiarity with service desk ticket management, remote support tools, and standard end-user support processes.
• Ability to support desktops, laptops, mobile devices, printers, and common workplace peripherals.
• Understanding of foundational networking concepts, including wireless connectivity and general TCP/IP troubleshooting.
• Strong communication and customer service skills, with the ability to manage priorities independently and collaborate with a team.