Help Desk Analyst I

We are looking for a Help Desk Analyst I to join a service desk team supporting daily technology needs in Waipahu, Hawaii. This Long-term Contract position is ideal for someone who enjoys resolving user issues, managing a steady ticket queue, and providing dependable first-level support across hardware, software, and access requests. The role involves assisting end users with business applications, Windows-based systems, and common workplace technology while maintaining clear and accurate ticket documentation.

Responsibilities:

• Provide first-line technical support for end users by responding to incoming calls and service desk requests in a timely manner.
• Troubleshoot issues related to web-based applications, Adobe access, Microsoft Windows environments, and general desktop functionality.
• Manage user account and access requests within Active Directory, including permission updates and related support tasks.
• Prepare and image equipment for deployment, ensuring devices are configured appropriately for business use.
• Support mobile devices, printers, and other everyday office technology to minimize disruption for employees.
• Monitor the ticket queue consistently, prioritize open requests, and work through assigned issues so they are actively progressing toward resolution.
• Handle a high volume of service requests each day while maintaining quality, responsiveness, and strong customer service.
• Document troubleshooting steps, outcomes, and follow-up details thoroughly to keep records accurate and useful for the broader support team.
• Collaborate with senior support staff when necessary to resolve more complex issues, while retaining ownership of most Level 1 requests.