Help Desk Analyst

Description

We are looking for a Help Desk Analyst to support end users across a government environment in Decatur, Georgia. This Long-term Contract position is ideal for someone who combines strong technical troubleshooting ability with a service-focused approach to resolving day-to-day hardware, software, and access issues. The person in this role will help maintain reliable IT operations by addressing support requests, guiding users through solutions, and contributing to ongoing training and process improvement efforts.

Responsibilities:
Respond to technical support requests from end users and resolve issues related to desktops, software applications, account access, and general workstation functionality.
Investigate incidents thoroughly, determine root causes where possible, and escalate more complex problems to appropriate technical teams for further resolution.
Manage service desk tickets by documenting reported issues, updating user information, and tracking each request through completion.
Guide staff through step-by-step troubleshooting procedures using clear communication and a customer-focused approach.
Configure hardware and assist with end-user device setup to ensure equipment is ready for operational use.
Monitor open support items, provide timely follow-up to users, and confirm that issues are fully resolved before closing tickets.
Maintain accurate records of support activity and prepare reports that reflect trends, recurring issues, and service performance.
Partner with training and development teams to identify knowledge gaps and deliver instruction on system functionality and job-related applications.
Suggest practical updates to support processes and documentation to improve service quality and operational efficiency.

Requirements

Demonstrated experience providing help desk or desktop support in a detail-focused environment.
Working knowledge of service desk ticketing tools, remote support methods, and end-user support best practices.
Hands-on experience with Microsoft Windows, including Windows 10, basic troubleshooting, and user support.
Familiarity with Active Directory for routine account-related support activities.
Strong communication skills with the ability to assist users clearly and effectively.
Proven ability to manage multiple support requests while maintaining accuracy and responsiveness.
Customer-service mindset with a consistent focus on delivering a positive user experience.
Bachelor's degree in Information Technology, Computer Science, or an equivalent combination of training and practical experience.

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