Help Desk Analyst

Job Description

Job Description

We are looking for a Help Desk Analyst to join a Long-term Contract opportunity supporting a large-scale infrastructure initiative in Canton, Ohio. This position focuses on providing technical assistance tied to equipment validation and end-user support across a broad network of corporate locations. The ideal candidate brings a strong help desk background, communicates clearly with users and internal teams, and maintains precise records throughout each stage of support.

Responsibilities:

• Provide front-line technical support for users by diagnosing common hardware, software, and connectivity issues in a timely manner.

• Perform pre-deployment and post-deployment validation of IT equipment to confirm readiness and proper operation during the infrastructure upgrade project.

• Document incidents, resolutions, and follow-up actions thoroughly within the service desk ticketing system.

• Support activities related to switch upgrade efforts across numerous sites by verifying device status and escalating issues when needed.

• Use Active Directory and Windows-based tools to assist with user access, account support, and workstation troubleshooting.

• Communicate effectively with team members, project leads, and end users to provide updates, gather required information, and ensure smooth support coverage.

• Follow established support procedures and quality standards while handling a high volume of technical requests with accuracy and attention to detail.

• Previous experience in IT help desk, technical support, or service desk environments.
• Familiarity with Active Directory and Microsoft Windows 10 in a support capacity.
• Working knowledge of basic troubleshooting techniques for hardware, software, and user access issues.
• Experience using a ticketing system to track incidents, service requests, and resolutions.
• Strong written documentation skills with careful attention to accuracy and detail.
• Effective verbal and written communication skills in a customer support or call center setting.
• Ability to manage multiple tasks efficiently while maintaining consistent service quality.