IT Helpdesk Analyst

IT Helpdesk Analyst OverviewWe are seeking a Tier 1 Help Desk Technician to provide first-level IT support in a Windows-based environment. This role is responsible for resolving basic technical issues, supporting end users, and ensuring a high level of customer satisfaction. The ideal candidate is service-oriented, detail-focused, and eager to build a career in IT support.

Key Responsibilities

• Provide Tier 1 support for end users via phone, email, chat, and in-person interactions
• Troubleshoot Windows 10/11 operating system issues, including login problems, application errors, and connectivity issues
• Support common business applications, including Microsoft Office 365 (Outlook, Teams, Word, Excel)
• Perform basic Active Directory tasks such as password resets, account unlocks, and user provisioning
• Log, track, and manage incidents and service requests in the IT ticketing system (ServiceNow or similar)
• Assist with hardware support including desktops, laptops, printers, and peripherals
• Escalate complex or unresolved issues to Tier 2 support teams
• Maintain accurate documentation of issues, resolutions, and knowledge base articles Qualifications
• 0-2 years of Help Desk, Service Desk, or IT support experience
• Basic knowledge of Windows operating systems and Microsoft Office 365
• Familiarity with Active Directory is a plus
• Experience using an ITSM/ticketing system preferred Skills & Competencies
• Strong customer service and communication skills
• Ability to explain technical issues to non-technical users
• Problem-solving mindset with strong attention to detail
• Ability to manage multiple support requests in a fast-paced environment
• Dependable, adaptable, and eager to learn Preferred
• Associate's degree in IT or related field, or equivalent experience
• Entry-level certifications such as CompTIA A+ or Microsoft fundamentals
• Exposure to corporate IT environments Job Type & Location This is a Contract position based out of Halethorpe, MD.

Pay and Benefits The pay range for this position is $18.00 - $20.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Halethorpe,MD.

Application Deadline This position is anticipated to close on May 23, 2026....Visit the Employer site for more details