Helpdesk Support Analyst

Position Summary The Service Desk Analyst serves as the first point of contact for employees seeking technical assistance and support. This role is responsible for delivering exceptional customer service while troubleshooting and resolving Tier 1 technical issues in a fast‑paced enterprise environment. The analyst will manage incidents from initial intake through resolution, ensuring timely communication, accurate documentation, and a positive end‑user experience. The ideal candidate is highly customer‑focused, possesses strong troubleshooting skills, and demonstrates the ability to manage multiple priorities while maintaining ownership and accountability for support requests. Participation in an on‑call rotation may be required to support business operations outside of standard working hours. Key Responsibilities Technical Support & Incident Management Provide first‑level technical support to employees via phone, email, chat, and ticketing systems. Serve as the primary point of contact for end‑user support requests and technical issues. Diagnose, troubleshoot, and resolve Tier 1 hardware, software, network, and mobile device issues. Create, document, update, and manage incident and service request tickets throughout the support lifecycle. Take ownership of assigned tickets and drive them to resolution, ensuring timely follow‑up and communication with end users. Escalate complex issues to appropriate support teams while maintaining ownership and monitoring progress through closure. Track and prioritize support requests according to established service level agreements (SLAs). Customer Service & Communication Deliver a high level of customer service while maintaining professionalism and empathy during all interactions. Communicate technical information clearly to users with varying levels of technical expertise. Provide regular status updates to users regarding open incidents and requests. Build positive relationships with employees and internal support teams to ensure efficient issue resolution. Documentation & Knowledge Management Document troubleshooting steps, root cause analysis, and resolutions within the ticketing system. Create, maintain, and enhance knowledge base articles, support documentation, and user guides. Identify recurring issues and contribute to self‑service resources to reduce ticket volume and improve end‑user productivity. Follow established IT service management procedures and documentation standards. Operational Support Support remote and hybrid employees across multiple locations. Assist with user account management, password resets, software installations, and access requests. Participate in on‑call support rotations as required. Adhere to IT policies, security standards, and operational procedures. Collaborate with infrastructure, application, and security teams to resolve cross‑functional issues. Required Qualifications 1+ years of experience in a Service Desk, Help Desk, Desktop Support, or related IT support role. Experience troubleshooting and resolving technical issues in a Windows and Microsoft 365 environment. Experience supporting remote users through phone, email, and remote access tools. Strong customer service, communication, and problem‑solving skills. Ability to prioritize and manage multiple support requests in a fast‑paced environment. Demonstrated ownership and accountability for incident resolution. Basic understanding of IT Service Management (ITSM) and ITIL concepts. Required Technical Skills Microsoft 365 Administration and Support Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Teams) Windows Operating Systems Mobile Device Support, including iOS devices Ticketing and Incident Management Systems Remote Support and Troubleshooting Tools Basic Networking and Connectivity Troubleshooting User Account and Access Management Preferred Qualifications Experience working within an ITIL‑based support environment. Exposure to Active Directory, Azure Active Directory (Entra ID), or similar identity management platforms. Experience supporting enterprise collaboration tools such as Microsoft Teams. IT certifications such as CompTIA A+, ITIL Foundations, or Microsoft Fundamentals are a plus. Physical Requirements Ability to lift and move equipment weighing up to 35 pounds. Ability to remain seated and work at a computer workstation for extended periods, including 8‑hour shifts. Ability to perform repetitive keyboard and mouse activities throughout the workday. Additional Requirements Availability to participate in an on‑call support rotation, including evenings, weekends, and holidays as needed. Strong attention to detail and commitment to delivering excellent customer service. Ability to work independently and collaboratively within a team environment. Job Type & Location This is a Contract position based out of Atlanta, GA. Pay and Benefits The pay range for this position is $20.00 - $25.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Atlanta, GA. Application Deadline This position is anticipated to close on Jul 25, 2026. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI) We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr TEKsystems