Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to join our team in Norwalk, Connecticut on a Contract basis. This position supports employees across onsite and remote environments by delivering timely technical assistance for devices, applications, and connectivity issues. The role is well suited for someone who can balance end-user support, conferencing technology ownership, and day-to-day operational efficiency while maintaining a high standard of service and confidentiality.

Responsibilities:
• Provide technical support to onsite and remote employees by diagnosing and resolving issues involving computers, mobile devices, software applications, and network connectivity.
• Manage incoming service requests from initial assessment through resolution, document work thoroughly in Jira, and route more advanced issues to the appropriate escalation path when needed.
• Prepare and deploy equipment for new hires, including Mac, Windows, and mobile devices, while ensuring systems, applications, and accessories are properly configured.
• Guide users on effective use of hardware and software tools across multiple platforms and assist with installation, setup, and peripheral connectivity.
• Take ownership of Zoom Rooms and Logitech-based meeting spaces by handling configuration, firmware updates, troubleshooting, and coordination with external vendors when required.
• Monitor replacement parts and support inventory, keeping accurate records of repairs, maintenance activity, and device service history.
• Coordinate with manufacturers or service providers to address faulty equipment while safeguarding sensitive employee and company information.
• Use AI-enabled tools in daily support operations to speed up issue resolution, enhance knowledge documentation, and improve workflow consistency.

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or comparable hands-on technical support experience.

• At least 4 years of experience in desktop or IT support within a mid-sized or large organization supporting Windows, macOS, and mobile environments.

• Working knowledge of Windows 11, Microsoft Windows administration, Active Directory, and service desk ticket management.

• Proficiency with Jira and Confluence, Google Workspace, Adobe Creative Cloud, major web browsers, and common enterprise collaboration tools.

• Hands-on experience supporting Zoom Rooms and Logitech conferencing hardware, including cameras, controllers, compute devices, and audio peripherals.

• Familiarity with iOS, Android, ClearPass, Jabra, Polycom, and enterprise AI tools used in IT support workflows.

• Ability to work independently in changing environments, manage competing priorities, and maintain strong attention to detail.

• Strong written and verbal communication skills with a careful approach to confidential and user-sensitive information.