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.