Help Desk/Desktop Support Analyst

We are looking for a skilled Help Desk/Desktop Support Analyst to join our team on a contract-to-permanent basis in Middleton, Wisconsin. In this role, you will provide technical assistance to end-users, ensuring smooth operation of hardware, software, and specialized applications. This opportunity is ideal for individuals passionate about problem-solving and delivering outstanding support within an insurance industry environment.

Responsibilities:

• Diagnose and resolve hardware and software issues, including troubleshooting laptops, virtual machines, and Citrix environments.
• Utilize enterprise-level ticketing systems like Freshservice to manage and route support tickets effectively.
• Image and configure laptops and other devices as required, ensuring seamless deployment.
• Provide limited support for Android devices and proprietary applications, escalating complex issues to specialized teams.
• Collaborate with internal teams to address technical concerns and ensure smooth system operations.
• Perform basic network troubleshooting to identify and resolve connectivity issues.
• Handle Active Directory tasks, such as user account management and permissions.
• Assist with physical tasks, including lifting and moving equipment up to 50 lbs and performing installations under desks.
• Deliver superior customer service by maintaining a detail-oriented and helpful approach to end-user support.
• Maintain accurate documentation of issues, resolutions, and processes to enhance operational efficiency.