Help Desk Analyst I
Core
First point of contact for IT incidents and service requests, providing remote and hands-on support for hardware, software, mobile devices, and network connectivity.
Role type
Help Desk Analyst I
Builds
IT support services for internal employees, contractors, and interns
Domain
Enterprise IT Support / Managed Services
Deliverable
client delivery
Required skills
Diagnose and troubleshoot Windows workstations, Microsoft 365, mobile devices, Citrix, VPN, and connectivity issues; Document and manage incidents in ServiceNow; Support user onboarding, access provisioning, and identity management; Follow security standards and data protection policies; Collaborate with IT support teams
Preferred skills
Experience in large corporate or utility environments; CompTIA A+, Network+, Security+, Microsoft, or ITIL certifications
Technologies
ServiceNow, Windows, Microsoft 365, Citrix, VPN, iPads
Responsibilities
Resolve incidents and service requests; Manage user access and identity processes; Escalate complex issues; Participate in on-call rotation; Support technology adoption initiatives
Seniority
Entry-level to Junior, hands-on IC
