Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to provide dependable technical assistance to end users in Chicago, Illinois. This position supports daily technology operations by resolving hardware and software issues, preparing workstations and peripherals, and ensuring meeting technology is ready for use. The ideal candidate brings strong customer service instincts, sound troubleshooting ability, and a careful approach to handling sensitive information.

Responsibilities:
• Deliver in-person and remote support for staff by diagnosing and resolving issues involving approved software, desktop and laptop systems, and related devices.
• Install, configure, and maintain end-user equipment and workplace technology to support smooth day-to-day operations.
• Troubleshoot printers and scanners, perform routine upkeep, and work with external service providers when vendor escalation is required.
• Prepare and support conference room technology, including audio/video meetings, presentation setups, and web-based collaboration sessions.
• Manage and resolve incidents escalated from the service desk, documenting progress and outcomes accurately within the designated ticketing platform.
• Partner with team members to track equipment inventory, keep records current, and notify leadership when stock levels need replenishment.
• Use sound judgment to prioritize and escalate complex issues to engineers or other IT specialists while keeping supervisors informed of significant concerns.
• Maintain an orderly repair and storage area and follow departmental standards, policies, and security expectations in all support activities.
• Contribute to special assignments and additional departmental initiatives as needed while protecting confidential information encountered during support work.• 5+ years of experience providing desktop support, help desk services, or related end-user technical assistance.
• Working knowledge of Active Directory and Microsoft Windows environments, including Windows 10 support.
• Ability to perform foundational troubleshooting across hardware, software, peripherals, and user access issues.
• Experience handling and updating service desk tickets with clear documentation and timely follow-through.
• Strong customer service and communication skills with the ability to remain effective in fast-paced or high-pressure situations.
• Familiarity with setting up and supporting audio-visual or conferencing technology in an office environment.
• Ability to manage confidential information responsibly and follow established IT procedures and compliance standards.