Helpdesk Support Analyst

Location: Draper, UT
Salary: $20.00 USD Hourly - $22.00 USD Hourly
Description: Our client is currently seeking a Helpdesk Support Analyst
[ Additional Description ]

Job 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 when escalations are required.
• 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 such as:
• Messaging (Exchange, etc.)
• Zoom
• SharePoint
• macOS
• Unix
• Voice systems
• Mobile technologies
• Other enterprise tools and platforms


Basic Qualifications

• High school diploma required.
• Minimum 2 years of enterprise-level technical support experience, ideally including phone support.
• 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.
• Flexibility to support occasional 24?7 shift rotations for business continuity or critical events.
• For language-specific support roles, shift hours align with the region of coverage.


Preferred Qualifications

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

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