Senior Helpdesk Analyst

We are seeking a highly skilled Desktop Support Analyst to serve within a Tier 2/3 Desktop Support organization supporting enterprise end-user computing operations. This contractor role is responsible for delivering advanced desktop, hardware, software, and mobility support while ensuring exceptional customer service for internal clients, including executive-level users. The ideal candidate will possess strong technical troubleshooting expertise, experience with asset and inventory management, and the ability to operate effectively in a fast-paced enterprise environment. The role follows a standard first-shift schedule, Monday through Friday, with potential participation in on-call rotations, after-hours support, weekend work, and occasional travel as needed.

Position Responsibilities

·        Provide Tier 2/3 desktop support for laptops, desktops, printers, mobile devices, and related hardware/software issues in an enterprise environment.

·        Troubleshoot, diagnose, and resolve hardware failures involving components such as motherboards, hard drives, memory (RAM), printers, and peripheral devices.

·        Install, configure, maintain, and support Microsoft Windows 10/11 operating systems and Microsoft 365 applications within a client/server environment.

·        Support hardware deployment activities, including imaging, configuration, software installation, and device lifecycle management.

·        Manage and maintain support tickets, incidents, requests, and asset records using enterprise IT Service Management (ITSM) platforms such as ServiceNow.

·        Coordinate with OEM vendors and technical support providers to initiate warranty claims, repair requests, hardware replacements, and return merchandise authorizations (RMAs).

·        Maintain accurate inventory records and assist with hardware asset management, logistics coordination, and equipment tracking processes.

·        Deliver high-quality customer service and executive-level support through phone, Microsoft Teams, email, and in-person interactions.

·        Provide troubleshooting and support for smartphones and mobile devices, including iPhones and iPads, with experience in Microsoft Intune administration preferred.

·        Perform Level 1 network and VPN troubleshooting to support remote connectivity and end-user access issues.

Position Requirements

·        Minimum of five (5) years of overall IT experience, including at least five (5) years providing desktop support in an enterprise environment.

·        Minimum of five (5) years of experience utilizing enterprise IT Service Management platforms, such as ServiceNow, for incident, request, and asset management.

·        Minimum of five (5) years of hands-on experience troubleshooting and supporting desktop, laptop, and printer hardware.

·        Strong knowledge of hardware component troubleshooting, including motherboards, hard drives, memory (RAM), and peripheral devices.

·        Experience coordinating with OEM technical support vendors for hardware repair, warranty claims, replacements, and returns; experience with the HP Warranty Portal preferred.

·        Experience supporting inventory management, asset tracking, and hardware lifecycle management processes; familiarity with ServiceNow Hardware Asset Management preferred.

·        Minimum of five (5) years of experience installing, configuring, and supporting Microsoft Windows 10/11 operating systems in a client/server environment.

·        Minimum of five (5) years of experience supporting Microsoft 365 applications and utilizing imaging solutions for enterprise hardware deployment.

·        Proficiency with Microsoft Excel and SharePoint for planning, reporting, and operational tracking activities.

·        Experience supporting Apple mobile devices, including iPhones and iPads; Microsoft Intune experience preferred.

·        Strong experience using ServiceNow to create dashboards, manage support queues, and generate operational queries and reports.

·        Working knowledge of Level 1 network connectivity and VPN troubleshooting.

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No Phone calls Please

Please apply with your resume in a word file including all your contact details