We are looking for a Help Desk/Desktop Support Analyst to provide responsive technical assistance for end users in Iowa. This contract position is ideal for someone who enjoys solving hardware, software, and access-related issues while delivering a high level of customer support. The role focuses on service desk operations, desktop troubleshooting, and remote user assistance, with an emphasis on timely resolution and clear communication.

Responsibilities:

• Respond to incoming support requests and deliver first-line assistance for technical issues affecting end users.
• Provide desktop support for workstation, operating system, and application problems, resolving more complex issues when escalation beyond initial triage is required.
• Assist employees remotely by diagnosing technical concerns, guiding users through solutions, and restoring functionality as quickly as possible.
• Track, update, and close service desk tickets accurately to maintain visibility into issue status and resolution progress.
• Investigate recurring incidents to identify underlying causes and recommend practical corrective actions.
• Escalate unresolved problems to appropriate teams when necessary, ensuring all relevant troubleshooting details are documented.
• Create and maintain clear technical documentation, including support procedures, issue histories, and knowledge resources.
• Deliver attentive customer service while helping users understand systems, troubleshooting steps, and basic best practices.