Help Desk/Desktop Support Analyst
Job Description
Job DescriptionWe are looking for a Help Desk/Desktop Support Analyst to provide day-to-day technical assistance for end users in Jamaica, New York. This Long-term Contract position focuses on delivering responsive support across desktop systems, user accounts, productivity tools, and common hardware issues. The ideal candidate will combine strong troubleshooting skills with a service-oriented approach to ensure employees receive timely and effective technical help.
Responsibilities:
• Manage incoming support requests by logging issues accurately, maintaining ticket records, and escalating unresolved problems to the appropriate teams.
• Provide hands-on and remote support for Windows 10 and Windows 11 devices, resolving system performance and usability concerns.
• Assist users with Microsoft 365 applications such as Outlook and Teams, including access issues, configuration questions, and basic functionality support.
• Perform routine Active Directory tasks, including password changes, account unlocks, and other entry-level user account administration.
• Diagnose and resolve technical problems involving desktops, laptops, printers, peripherals, installed software, and network connectivity.
• Install approved applications and updates while ensuring end-user systems remain compliant with support standards.
• Deliver clear, detail-oriented assistance to employees with different levels of technical familiarity, maintaining a positive support experience.• Experience supporting users in a service desk or help desk environment with consistent ticket documentation and follow-up.
• Working knowledge of Microsoft Windows, including hands-on support for Windows 10 and Windows 11 workstations.
• Familiarity with Active Directory for password resets, account unlocking, and basic account maintenance.
• Ability to troubleshoot common hardware, software, printer, peripheral, and connectivity issues independently.
• Experience assisting users with Microsoft 365 tools, especially Outlook and Teams.
• Strong customer service skills with the ability to communicate technical information clearly to non-technical users.
• Comfortable providing both remote support and on-site desktop assistance as needed.