Help Desk/Desktop Support Analyst

Description

We are looking for a Help Desk/Desktop Support Analyst to deliver hands-on technical assistance for employees in Portsmouth, New Hampshire within a Microsoft-centered environment. This Long-term Contract position is ideal for someone who enjoys solving end-user issues across hardware, software, connectivity, and printing while maintaining a high level of service. The role supports day-to-day IT operations by addressing escalated support needs, improving device reliability, and ensuring users can work effectively.

Responsibilities:
Provide second-level support for desktops, laptops, mobile hardware, printers, and related end-user equipment.
Investigate and resolve issues involving Windows 10/11, business applications, and Microsoft 365 tools.
Manage user access tasks such as account updates, password assistance, and directory-based permissions within Active Directory and Entra ID.
Identify and correct connectivity problems affecting wired, wireless, and general network access for end users.
Maintain printer operations by supporting print servers, queue management, device deployment, and troubleshooting networked printing issues.
Set up, configure, and maintain workstations, software packages, and endpoint devices to meet operational needs.
Assist with device rollouts, hardware refreshes, workstation replacements, and upgrade activities.
Record incidents, solutions, and troubleshooting actions accurately in the service desk ticketing platform.
Route advanced or unresolved technical problems to higher-level support teams when deeper investigation is required.
Deliver responsive, attentive customer support that promotes a positive experience for internal users.

Requirements

At least 2 years of experience in help desk, desktop support, or a similar technical support role.
Working knowledge of Windows 10/11 and Microsoft 365 applications in a business environment.
Experience supporting identity and access functions using Active Directory and Microsoft Entra ID.
Practical background with print servers, printer installation, and troubleshooting for network-connected printers.
Understanding of basic networking concepts and the ability to diagnose common connectivity issues.
Familiarity with ticket management systems and remote support utilities.
Strong communication, organization, and analytical troubleshooting skills.
An associate degree in Information Technology, relevant certifications such as CompTIA A+ or Network+, or equivalent hands-on experience is preferred.

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