Job Description
Job DescriptionWe are looking for a Help Desk/Desktop Support Analyst to provide hands-on technical assistance in Rock Hill, South Carolina. This Long-term Contract position supports a healthcare and behavioral health setting where dependable user support, strong troubleshooting skills, and clear communication are essential. The role offers the opportunity to work across desktop support, end-user services, and select Microsoft 365 and basic infrastructure tasks within a team-oriented IT environment.
Responsibilities:
• Deliver first-line technical assistance for computers, software applications, password access issues, printing problems, and routine connectivity concerns.
• Set up, image, configure, and deploy workstations, laptops, displays, printers, and related end-user equipment.
• Support user account activities in Microsoft 365 and Active Directory, including access updates and basic administrative tasks.
• Coordinate onboarding and offboarding by preparing accounts, assigning equipment, resetting credentials, and managing appropriate system access.
• Track, update, and resolve support requests through the service desk system while keeping records accurate and current.
• Investigate common network-related issues involving Wi-Fi, switches, firewalls, and general connectivity, escalating more complex incidents when needed.
• Assess technical problems effectively and route advanced or unresolved issues to Tier 2 or senior IT team members at the appropriate time.
• Communicate clearly with employees throughout the support process to ensure a positive service experience and timely follow-up.
• Produce and maintain simple technical guides and knowledge base content to document recurring issues and standard support steps.
• Contribute to additional IT initiatives and day-to-day technology tasks as assigned by the team.• Experience providing Tier 1 help desk or desktop support in a Microsoft-based environment.
• Working knowledge of Windows 10, Microsoft Windows administration, and standard desktop troubleshooting practices.
• Familiarity with Active Directory, password management, and user account support.
• Exposure to Microsoft 365 administration and end-user support for Office applications and cloud-based services.
• Ability to manage service desk tickets with strong attention to detail, documentation, and follow-through.
• Basic understanding of printers, peripheral devices, and common hardware deployment procedures.
• Foundational knowledge of network connectivity troubleshooting, including wireless access and general desktop networking issues.
• Strong customer service and communication skills, with the judgment to escalate issues when necessary.