Help Desk/Desktop Support Analyst

We are looking for an experienced Help Desk/Desktop Support Analyst to provide high-quality technical assistance for employees. This position is ideal for someone who enjoys resolving day-to-day technology issues, supporting end users across multiple tools and devices, and working independently in a fast-paced environment. The role will also collaborate with infrastructure and operations teams to address escalations, maintenance activities, and urgent support needs while delivering dependable customer service.

Responsibilities:

• Deliver technical support for employees across laptops, desktops, mobile devices, software applications, and workplace technology through in-person, remote, and ticket-based assistance.
• Diagnose and resolve issues involving Microsoft 365 applications, Windows systems, printers, peripherals, mobile devices, and conference room audio-visual equipment.
• Manage incidents from initial intake through completion, ensuring timely updates, accurate troubleshooting, and appropriate escalation when needed.
• Support user account administration by handling provisioning, onboarding, offboarding, access updates, and device preparation for new and existing staff.
• Provide first-line assistance for business applications by addressing access requests, troubleshooting basic issues, and coordinating with application owners for deeper resolution.
• Oversee asset-related activities such as inventory tracking, equipment deployment, device refreshes, recovery, and retirement of outdated hardware.
• Maintain detailed service records, technical documentation, and knowledge base content within Freshservice or comparable ticketing platforms.
• Partner with infrastructure and operations teams on patching, maintenance support, incident response, and hands-on troubleshooting for on-site technical issues.
• Perform hands-and-eyes support for servers, network hardware, endpoint devices, and security remediation tasks as required.