Help Desk Analyst

Job Description

Job Description

We are looking for a Help Desk Analyst to support daily technical operations for a plastics manufacturing organization in Greenville, South Carolina. This Contract position focuses on delivering responsive first-line assistance, resolving common hardware, software, and connectivity issues, and ensuring employees receive timely support. The ideal candidate brings strong troubleshooting ability, clear communication skills, and a customer-focused approach in a fast-paced environment.

Responsibilities:
• Serve as the first point of contact for incoming support requests by phone or ticketing system, assessing issues and providing prompt technical assistance.
• Troubleshoot routine user problems involving Microsoft Windows, password access, printers, network connectivity, point-of-sale devices, and other fixed or mobile equipment.
• Guide employees on the effective use of new or revised technologies through clear instruction and practical user support.
• Research technical questions by consulting company documentation, vendor resources, and knowledge base articles to identify effective solutions.
• Escalate incidents that require advanced diagnosis to the appropriate support tier while ensuring all relevant details are communicated clearly.
• Maintain accurate service records by documenting symptoms, actions taken, troubleshooting results, and final outcomes within the ticketing system.
• Monitor open cases and follow through to closure while working within established service level expectations.
• Contribute to consistent service desk operations by applying help desk procedures and adapting priorities as business needs change.• Experience providing help desk or service desk support in a detail-oriented environment.
• Working knowledge of Microsoft Windows, basic troubleshooting techniques, and common end-user hardware and software issues.
• Ability to manage service desk tickets effectively and deliver strong customer service over the phone and through ticketing tools.
• Familiarity with supporting peripherals, printers, networking basics, and point-of-sale equipment.
• Strong written and verbal communication skills with the ability to interact effectively across all levels of an organization.
• Demonstrated organizational skills, attention to detail, and the ability to prioritize tasks in a fast-moving setting.
• Analytical mindset with the technical aptitude to investigate problems and resolve more complex user issues.
• Self-directed, adaptable, and capable of building productive working relationships with a wide range of stakeholders.