Help Desk Analyst I

We are looking for a dedicated Help Desk Analyst I to join our team on a long-term contract basis. In this role, you will provide essential first-line IT support to employees, ensuring timely resolution of technical issues and exceptional customer service. Your expertise will contribute to maintaining smooth operations and effective communication between end-users and technical teams.Responsibilities:• Respond to and resolve tier 1 incidents, change requests, and inquiries reported to the IT Employee Helpdesk.• Conduct initial assessments, triage, and troubleshooting for hardware, software, and communication system issues.• Recommend solutions for recurring problems and escalate complex issues to tier-2 support teams.• Document all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system.• Monitor ticket queues to ensure timely transfer and handling of requests by appropriate teams.• Collaborate on the development and revision of standards, policies, and procedures to improve processes.• Strive to enhance customer service experiences and increase first-call resolution rates.• Serve as a liaison between end-users and technical staff to facilitate clear communication and issue resolution.• Analyze and diagnose reported issues, providing effective solutions.• Coordinate the onboarding process for new hires and consultants, ensuring their IT setup is completed efficiently.

Created: 2025-11-18