We are looking for a Help Desk Analyst to join a long-term contract opportunity supporting a large-scale security industry technology initiative. This role focuses on providing remote technical support for an enterprise infrastructure program affecting thousands of sites nationwide, with an emphasis on equipment validation, issue resolution, and accurate documentation. The ideal candidate brings prior help desk or technical support experience, communicates clearly with users and internal teams, and works effectively in a structured, high-volume support environment. This is a long-term contract position.

Responsibilities:

• Provide front-line technical assistance for an infrastructure upgrade initiative supporting corporate locations across the country.
• Perform pre-deployment and post-deployment validation of IT hardware and related systems to confirm readiness and functionality.
• Troubleshoot Windows-based workstation and connectivity issues and guide users through timely resolution steps.
• Manage incoming support requests through the service desk system, ensuring tickets are documented thoroughly and updated accurately.
• Use Active Directory to assist with account-related support tasks and basic access troubleshooting.
• Maintain detailed records of findings, user interactions, and resolution outcomes to support project tracking and audit readiness.
• Collaborate with assigned team members and team leads to deliver consistent support coverage across scheduled shifts.
• Escalate complex technical problems when needed while following established support procedures and service expectations.