A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
12+ months Job Summary This role combines strong technical fundamentals with clear communication in a ServiceNow-driven environment, supporting everything from end-user devices to MS 365, identity/access needs, and connectivity challenges. You'll work primarily remotely with occasional hands-on support, collaborating with a team that values reliability, professionalism, and continuous improvement. Required Skills 2+ years supporting end users in a Service Desk/Help Desk/Desktop Support or similar environment Strong troubleshooting and customer service skills across: Windows 10/11 workstations and laptops MS 365 (Outlook, Teams, OneDrive, SharePoint) VPN/remote access and basic connectivity/network troubleshooting Hardware/peripherals (docks, monitors, printers, webcams, etc.) Experience working within a ticketing workflow (logging, documenting, tracking, meeting SLAs), including ServiceNow (Incident/Request/Knowledge) Working knowledge of identity and access processes (password resets, access provisioning, MFA enrollment) Ability to prioritize, manage multiple requests, and navigate multiple applications at the same time Clear written and verbal communication with both technical and non-technical users Professional judgment, attention to detail, adaptability, and teamwork mindset Nice to Have Skills Experience supporting: MS Entra ID (Azure AD) MS Intune or other endpoint/mobile device management (MDM) tools iOS/Android corporate device enrollment, configuration, and troubleshooting Citrix virtual desktop/application environments Exposure to enterprise IT support in a large corporate environment (utility experience is a plus) Familiarity with security best practices, user verification, and cybersecurity awareness Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support. Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/ . Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
