Help Desk Specialist

Job Description

Help Desk Analyst - Onsite Dayton, OH!

About the Opportunity

A well-established manufacturing and industrial organization is seeking a Computer Support Analyst to join its IT team. This individual will serve as a key point of contact for end-user technology support, helping maintain secure, reliable, and efficient IT operations across the business.

This role offers the opportunity to work with modern endpoint management, cybersecurity, networking, hardware support, and IT infrastructure technologies while contributing to ongoing technology initiatives and improvement projects.

Position Summary

The Computer Support Analyst provides first-line technical support for hardware, software, telecommunications, and endpoint security technologies. This role is responsible for troubleshooting user issues, deploying and maintaining computer equipment, supporting IT infrastructure projects, and assisting with cybersecurity monitoring and response efforts.

The ideal candidate combines strong technical troubleshooting abilities with excellent customer service skills and a passion for continuous learning.

Key Responsibilities

End User Support

• Serve as the primary technical support resource for employees across the organization.
• Manage and resolve support requests through a ticketing system.
• Provide technical assistance via phone, email, remote support tools, and in-person interactions.
• Deliver user training and guidance on hardware, software, and technology best practices.

Hardware & Software Administration

• Install, configure, maintain, and troubleshoot desktop computers, laptops, printers, mobile devices, and software applications.
• Assemble, deploy, and refresh computer equipment.
• Perform upgrades, repairs, and preventative maintenance activities.
• Manage software installations, updates, and licensing.

Cybersecurity & Endpoint Management

• Monitor endpoint security, EDR, and security monitoring platforms.
• Investigate security alerts and follow established escalation procedures.
• Participate in endpoint hardening, patch management, and remediation activities.
• Support compliance with IT security standards and best practices.

Infrastructure & Network Support

• Assist with basic network administration tasks including user account management, printer administration, and endpoint connectivity troubleshooting.
• Support network and systems teams with infrastructure troubleshooting and deployments.
• Assist with technology projects, upgrades, migrations, and rollouts.

Asset & Vendor Management

• Maintain IT inventory records for hardware, software, and peripheral equipment.
• Coordinate service and maintenance activities with external vendors.
• Manage equipment lifecycle activities, including deployment, tracking, recovery, and disposal.

Documentation & Process Improvement

• Create and maintain technical documentation, procedures, and user training materials.
• Contribute to process improvement initiatives and IT best practices.
• Participate in departmental projects and cross-functional technology initiatives.

Required Qualifications

Technical Skills

• Experience troubleshooting Windows operating systems and desktop applications.
• Understanding of computer hardware, peripherals, and component replacement.
• Familiarity with Microsoft Office applications and common business software.
• Basic networking knowledge including:
• TCP/IP
• DNS
• DHCP
• Network connectivity troubleshooting
• Exposure to endpoint management and cybersecurity tools.
• Fundamental PowerShell scripting knowledge preferred.
• Experience with ticketing systems and remote support tools.

Professional Skills

• Strong customer service and communication skills.
• Ability to diagnose and resolve complex technical issues.
• Strong problem-solving and analytical abilities.
• Effective verbal and written communication skills.
• Ability to prioritize multiple requests in a fast-paced environment.
• Strong attention to detail and commitment to continuous learning.
• Ability to work independently and collaboratively within a team environment.

Education & Experience

Required

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical field, or equivalent combination of education and experience.
• Minimum of 2 years of hands-on IT support experience.
• High School Diploma or GED.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft Certifications
• Other relevant IT support or infrastructure certifications

Travel

• Up to 10% local travel may be required.

Ideal Background

Candidates with experience in the following areas are particularly encouraged to apply:

• Help Desk / Service Desk Support
• Desktop Support
• Technical Support
• Endpoint Management
• IT Operations
• Systems Administration Support
• Manufacturing or Industrial IT Environments
• Cybersecurity Monitoring & Response
• Microsoft Ecosystem Administration

This position offers an excellent opportunity for an IT professional looking to expand their experience across technical support, cybersecurity, infrastructure, and enterprise technology operations.