We are looking for a Help Desk Support Analyst to join a team in Jacksonville, Florida in a contract-to-permanent capacity. This position is ideal for someone who combines hands-on technical support experience with strong analytical thinking and careful documentation practices. The role focuses on resolving service desk issues, identifying underlying causes of recurring problems, and turning technical findings into clear updates that support business decisions.

Responsibilities:

• Resolve incoming help desk requests by troubleshooting technical issues, documenting findings, and delivering timely support to end users.
• Investigate recurring incidents to determine underlying causes and recommend practical corrective actions that reduce repeat issues.
• Review technical information and support data to identify trends, exceptions, and opportunities for service improvement.
• Maintain accurate ticket records, support notes, and written procedures to ensure clear communication across teams.
• Use Excel and data visualization tools to organize large volumes of information and present meaningful insights.
• Partner with internal teams, customers, and external contacts to clarify issues, share updates, and support effective problem resolution.
• Manage multiple assignments in a fast-paced environment while adjusting priorities based on business needs and ticket volume.
• Contribute to a collaborative support environment while also working independently to move issues forward with minimal oversight.