Help Desk/Desktop Support Analyst

The IT Support team serves as the first point of contact for internal users who need technical assistance. Support is provided through a mix of in-person interaction, phone, chat, email, user portals, and remote screen-sharing tools.

This role focuses on supporting and improving the end-user hardware and software environment. The team partners with multiple business functions to maintain and enhance the technology systems that enable day-to-day operations across office and operational settings. Responsibilities include supporting Microsoft 365, operating systems, and standard software tools, as well as managing the full lifecycle of end-user IT assets such as laptops, desktops, and peripherals.

Day-to-Day Responsibilities

• Serve as a primary support resource for hardware, application, and data-related issues across multiple locations
• Respond to incoming requests via phone, chat, email, alerts, or in person, and accurately triage, diagnose, resolve, or escalate issues within defined SLA guidelines
• Log and update tickets with detailed notes on issues, root causes, status, and resolution using an ITSM platform
• Coordinate with vendors or internal teams to resolve escalated issues and ensure a positive end-user experience
• Assist senior team members with minor system configurations or enhancements requested by the business
• Support IT projects including software upgrades, hardware refreshes, new deployments, and audio/visual support
• Create and maintain technical documentation such as procedures, how-to guides, training materials, and FAQs for end users
• Collaborate effectively within a team environment while maintaining a strong customer service mindset