Help Desk Analyst

We are looking for a Help Desk Analyst to support end users in a fast-paced plastics manufacturing environment in Greenville, South Carolina. This Contract position is ideal for someone who enjoys solving technical issues, delivering strong customer service, and helping employees stay productive with reliable IT support. The role focuses on responding to service requests, resolving common hardware and software problems, and ensuring each issue is documented and escalated appropriately when needed.

Responsibilities:

• Respond to incoming support requests by phone or ticketing channels and provide timely first-line technical assistance to end users.
• Resolve routine technology issues such as password access problems, printer setup concerns, workstation support, mobile device questions, and basic network-related incidents.
• Guide employees on the use of newly introduced or updated tools and systems through clear instruction and practical support.
• Research solutions by consulting available documentation, internal resources, and external knowledge references to identify effective resolutions.
• Escalate more complex or unresolved incidents to advanced support personnel, team leads, or management while supplying accurate issue details.
• Maintain complete service records by documenting troubleshooting steps, actions taken, outcomes, and final resolution status within the ticketing system.
• Monitor assigned cases closely and manage workload to meet established service expectations and response commitments.
• Deliver attentive customer service while building effective working relationships with users across different departments and levels of the organization.