Help Desk Analyst

About This Role

Deliver high-touch, white-glove technical support to internal users, responding to issues with urgency and ensuring world-class service throughout the issue lifecycle. This role involves full ownership of cases, maintaining ticket hygiene, updating documentation, and identifying process improvement opportunities.

Responsibilities

• Deliver high-touch, white-glove technical support to internal users
• Respond to client issues with a strong sense of urgency via phone, email, or ticketing system
• Provide world-class service throughout the issue lifecycle
• Collaborate with engineering teams and product owners for escalations
• Take full ownership of cases from initiation through resolution, ensuring proactive updates
• Maintain strong ticket hygiene: proper categorization, detailed notes, backlog management
• Keep documentation current by updating knowledge base articles
• Identify opportunities to improve processes and propose more strategic, efficient workflows
• Develop subject-matter expertise in supported technologies

Requirements

• High school diploma
• Minimum 2 years of enterprise-level technical support experience
• Strong technical knowledge and troubleshooting experience with Microsoft Windows (7, 10, 11), Zoom, Networking (LAN/WAN, enterprise domain environments), Windows desktop/server OS, Active Directory, Microsoft Outlook, Microsoft Office Suite (Word, Excel, PowerPoint)
• Basic understanding of Citrix, VMware, VDI, and other virtualization technologies
• iOS and Android application troubleshooting
• Excellent communication skills and strong command of English
• Demonstrated customer-service focus and ownership mindset
• Team-oriented, collaborative, self-motivated, and eager to learn

Qualifications

• High school diploma required
• Minimum 2 years of enterprise-level technical support experience, ideally including phone support

Nice to Have

• At least 2 years supporting Microsoft 365 Suite, iOS, and Android technologies
• Experience supporting VIP or executive-level users
• Phone support experience

Skills

* Required skills