Help Desk Analyst

We are looking for a Help Desk Analyst to join a long-term contract opportunity supporting a large-scale infrastructure upgrade for corporate sites in Green, Ohio. In this role, you will provide technical assistance tied to equipment validation and end-user support during a nationwide network improvement initiative. The ideal candidate brings a service-focused mindset, strong troubleshooting ability, and the discipline to document issues accurately in a fast-paced support environment.

Responsibilities:

• Provide frontline technical support for users by diagnosing and resolving hardware, software, and connectivity issues related to the upgrade effort.

• Perform pre-deployment and post-deployment checks on IT equipment to confirm readiness, functionality, and compliance with project standards.

• Record incidents, service requests, and resolution details in the ticketing system with a high degree of accuracy and completeness.

• Assist with troubleshooting Windows-based devices and user account issues to minimize downtime and maintain productivity.

• Support validation activities across a high volume of locations by following established procedures and escalating exceptions when needed.

• Communicate clearly with internal stakeholders, end users, and project team members regarding issue status, next steps, and resolutions.

• Work within an assigned support team schedule and collaborate closely with team leads to meet project timelines and service expectations.

Qualifications:

• Previous experience in IT help desk, technical support, or service desk environments.
• Hands-on knowledge of Active Directory for basic user account support and access-related tasks.
• Proficiency supporting Microsoft Windows 10 and general Microsoft operating system environments.
• Ability to perform foundational troubleshooting for desktop, peripheral, and connectivity issues.
• Experience managing and updating service desk tickets in a structured support workflow.
• Strong written and verbal communication skills with careful attention to detail and documentation quality.
• Comfortable working in a call center or high-volume support setting with consistent process adherence.

Compensation

Based on experience

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