Job Description
Job Description
We are seeking a proactive and detail-oriented Desktop Support Analyst for, one-year remote contract. The ideal candidate will have strong technical troubleshooting skills and experience supporting end users in a dynamic enterprise environment. This role is focused on resolving desktop-related issues, enhancing the support knowledgebase, and improving overall service delivery within the IT Help Desk team. The hours worked would be 12 pm CST - 6 pm CST, Monday-Friday.
Key Responsibilities:
- Respond to incoming service requests in a timely manner, gather pertinent information, and document all interactions using the internal Help Desk System.
- Classify, prioritize, and manage service requests in accordance with department guidelines and SLAs.
- Troubleshoot a variety of IT issues, including personal computer hardware/software, operating systems, email, printers, network access, internet connectivity, and mobile devices.
- Escalate or reassign tickets as appropriate, ensuring efficient handoff to other support tiers or teams.
- Maintain and contribute to the resolution knowledge base by documenting solutions to resolve issues.
- Provide clear, professional communication to end users and stakeholders, including periodic reports and enterprise-wide updates when required.
- Collaborate with Support Engineers and other internal service teams to ensure seamless issue resolution.
- Mentor Help Desk Technician I staff to enhance their technical and customer service skills.
- Assist the Desktop Support Manager with internal initiatives aimed at improving service delivery and team effectiveness.
- Monitor team workloads and help manage ticket backlogs to ensure high service levels.
- Remotely connect to user systems to diagnose and resolve technical issues efficiently.
- Identify recurring problems and trends and assist in developing proactive solutions.
- Perform additional duties and participate in projects as assigned.
Qualifications:
- 1–3 years of desktop or IT support experience in a help desk or technical support environment
- Strong knowledge of Windows OS, Microsoft Office Suite, email clients, and remote support tools
- Familiarity with help desk ticketing systems and documentation best practices
- Excellent problem-solving and communication skills
- Proven ability to mentor junior staff and work collaboratively in a distributed team setting.
- Experience supporting a remote workforce preferred.