Help Desk/Desktop Support Analyst

We are looking for a Help Desk/Desktop Support Analyst to provide dependable technical support for end users and help maintain a secure, stable computing environment in Jacksonville, Florida. This role supports desktop systems, core applications, network-connected devices, and day-to-day service desk activity while partnering with IT colleagues to resolve issues efficiently. The ideal candidate brings strong troubleshooting ability, practical experience with Windows environments, and a service-oriented approach to supporting employees across the organization.

Responsibilities:
• Deliver front-line technical assistance for hardware, software, workstation, and connectivity issues, ensuring users receive timely and effective support.
• Install, configure, and maintain desktop equipment, operating systems, business applications, and related network components to keep systems functioning reliably.
• Track, update, and document service desk requests thoroughly so recurring issues can be analyzed and support procedures can be improved.
• Work closely with infrastructure and technical support teams to uphold standards for system security, controls, recoverability, and overall IT performance.
• Coordinate software deployments, upgrades, and configuration changes in alignment with established technology policies and operational guidelines.
• Assist with testing, validation, and user coordination for system updates, data communication processes, and platform-related changes when needed.
• Support troubleshooting efforts involving servers, workstations, communication links, and office productivity tools to minimize operational disruption.
• Partner with internal staff to investigate production issues, explain technical requirements clearly, and help prepare users for new tools or processes.
• Follow organizational and regulatory policies, including applicable compliance requirements, while performing all support activities.
• Provide support outside standard business hours when necessary, including evenings, weekends, or holidays, based on operational needs.

Qualifications:

• 2+ years of experience in help desk, desktop support, or a closely related IT support role.
• Working knowledge of Microsoft Windows environments, including Windows 10 administration and end-user support.
• Hands-on experience with Active Directory for basic user and access-related support tasks.
• Ability to diagnose and resolve routine hardware, software, and connectivity issues with minimal supervision.
• Experience managing and documenting service desk tickets with clear, accurate, and organized updates.
• Strong communication skills with the ability to support users professionally and explain technical information in a practical way.
• Willingness to work a flexible schedule when needed to address urgent support demands and project-related activities.

Compensation

$65,000.00-$65,000.01 Yearly

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