Help Desk Analyst

Job Summary:

The Help Desk Analyst 1 (HDA1) is a critical IT support role focused on maintaining and optimizing the desktop environment through automation, software installation, and troubleshooting. This position involves direct customer interaction, ensuring high levels of satisfaction while supporting hardware setup, software licensing, and network issues. The role requires strong communication, problem-solving skills, and the ability to work both independently and collaboratively in a fast-paced, customer service environment. Responsibilities:

• Provide desktop support including imaging machines and installing complex software.
• Automate and streamline IT processes to maintain an optimal desktop environment.
• Troubleshoot hardware, software, network, and printing issues systematically.
• Build, set up, and remove desktop equipment such as PCs, laptops, phones, and peripherals.
• Support hardware moves related to facility reorganizations.
• Serve as an escalation point for high priority support issues.
• Interpret end user license agreements and ensure compliance.
• Manage and prioritize ServiceNow tickets and related workflows.
• Collaborate effectively across business and functional lines to resolve issues.
• Document procedures and contribute to the knowledge base.

Required Skills & Certifications:

• Minimum 2 years of IT Service Desk experience.
• At least 2 years of IT troubleshooting experience.
• Experience with ticketing systems, preferably ServiceNow, for at least 2 years.
• Proven ability to document IT procedures clearly.
• Strong understanding of desktop support and software licensing services.
• Excellent oral and written communication skills in English.
• Ability to work independently and manage time effectively.
• Customer service orientation with strong interpersonal skills.

Preferred Skills & Certifications:

• Experience with ServiceNow and knowledge base management.
• Leadership, collaboration, and negotiation skills.
• Analytical, planning, and problem-solving capabilities.
• Experience facilitating meetings and work sessions.

Special Considerations:

• Position requires 100% on-site work at the Columbus, Ohio location.
• Candidates must be authorized to work in Ohio.
• Punctuality and reliability are essential due to the customer service environment.
• Ability to adapt to shift changes within the 7AM to 5PM window.

Scheduling:

• Standard 8-hour shift between 7AM and 5PM with possible regular changes to start and end times.