Help Desk/Desktop Support Analyst

We are looking for a Help Desk/Desktop Support Analyst to join a rental and leasing services organization in Bonita Springs, Florida. This contract opportunity is ideal for a service-focused individual who can resolve technical issues efficiently while delivering a high standard of support to employees across the business, including senior leadership. The role centers on troubleshooting desktop and application concerns, documenting solutions thoroughly, and helping users adapt to updated tools and processes.

Responsibilities:
• Deliver responsive technical assistance for desktop, application, and access-related issues affecting employees at all levels of the organization, including executive stakeholders.
• Investigate incidents by asking targeted questions, identifying underlying causes, and working toward complete resolution whenever possible.
• Record each support interaction with clear, accurate ticket notes that capture the issue, actions taken, and final outcome.
• Support the day-to-day use of business applications and core IT services, ensuring users receive timely and effective assistance.
• Contribute feedback to service desk leadership by highlighting recurring problems, user trends, and areas for operational improvement.
• Take part in business and user testing activities to build familiarity with upcoming system changes and application enhancements.
• Guide end users through technical concepts in straightforward language and provide instruction when new processes or tools are introduced.
• Monitor and address support requests within established service expectations and assist with reporting on team performance metrics.

Qualifications:

• Experience handling complex technical support issues in a help desk or desktop support environment.
• Working knowledge of Microsoft Windows environments, including Windows 10 troubleshooting.
• Familiarity with Active Directory and common user access or account support tasks.
• Ability to manage service desk tickets with accurate documentation and timely follow-up.
• Strong customer service skills with the ability to support users professionally and patiently.
• General understanding of IT systems, business applications, and basic troubleshooting practices.
• Exposure to ServiceNow and proficiency with Microsoft Office applications such as Excel, Word, and PowerPoint are preferred.

Compensation

$20.90-$24.20 Hourly

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