Help Desk Analyst

Job Description

Job Description

We are looking for a Help Desk Analyst to join a security-focused organization in Green, Ohio. This long-term contract opportunity supports a large-scale infrastructure initiative across corporate locations and is ideal for professionals who thrive in high-volume technical support environments. The role centers on validating IT equipment, resolving user issues, and maintaining accurate support records while delivering dependable service throughout the project lifecycle.

Responsibilities:

• Provide front-line technical assistance for hardware, software, and Windows-based user issues in a structured help desk setting.

• Verify IT equipment before and after deployment activities to confirm readiness, performance, and compliance with project standards.

• Manage service requests and incident tickets from intake through resolution, ensuring timely updates and complete documentation.

• Troubleshoot common access, system, and desktop support issues using sound technical judgment and established support procedures.

• Support upgrade-related activities across a large multi-site environment, including validation tasks tied to network or switch-related changes.

• Document findings, resolutions, and recurring issues clearly so that support history and project outcomes remain well tracked.

• Communicate effectively with end users, team members, and project stakeholders to provide status updates and coordinate issue resolution.

• Contribute to team-based coverage schedules and collaborate with designated leads to maintain consistent service levels across assigned shifts.

• Prior experience in IT help desk, technical support, or service desk environments.
• Working knowledge of Active Directory for basic user account and access-related support tasks.
• Hands-on experience supporting Microsoft Windows, including Windows 10 in an end-user environment.
• Ability to perform fundamental troubleshooting for desktop, login, and application-related issues.
• Experience handling service desk tickets with strong attention to detail and accurate recordkeeping.
• Background in call center or high-volume support operations with a customer-focused communication style.
• Strong written and verbal communication skills, along with the ability to follow documented support processes.