Help Desk Analyst

Job Description

Job Description

We are looking for a Help Desk Analyst to provide front-line technical support for end users in Syracuse, New York. This Contract position is ideal for someone with at least 1 year of experience handling service desk requests, resolving Windows-related issues, and supporting user accounts in Active Directory. The role focuses on delivering timely assistance, diagnosing common hardware and software problems, and ensuring a dependable support experience across the organization.

Responsibilities:
• Respond to incoming support requests and document all issues, updates, and resolutions within the service desk ticketing system.
• Troubleshoot day-to-day technical problems involving Windows 10 and Windows 11 devices, including login, software, and basic workstation issues.
• Assist users with account access, password resets, and directory-related support tasks within Active Directory.
• Investigate reported incidents, identify root causes for common technical issues, and apply appropriate fixes or escalate when necessary.
• Provide clear guidance to employees on standard technology issues and help them follow established support procedures.
• Maintain accurate records of support activity, recurring issues, and completed resolutions to support service quality and reporting.• At least 1 year of experience in a help desk, service desk, or technical support environment.
• Working knowledge of Active Directory for basic user account administration and access support.
• Hands-on experience supporting Microsoft Windows environments, including Windows 10 and Windows 11.
• Ability to perform basic troubleshooting for hardware, software, and end-user access issues.
• Familiarity with managing and updating service desk tickets in a structured support setting.
• Strong communication skills with the ability to explain technical issues clearly to non-technical users.