This Help Desk Analyst I position is a contract opportunity and will be on-site in Clayton, NC.
We are seeking a customer-focused Level 1 Help Desk Analyst to provide first-line technical support for end users at a large pharmaceutical manufacturing campus in Clayton, NC. This role serves as the primary point of contact for IT support requests, assisting employees with everyday technology issues while delivering exceptional customer service.
The ideal candidate enjoys helping people, communicates professionally, and possesses strong troubleshooting skills for Microsoft desktop environments. In addition to technical support, this position will serve as the primary IT contact for escorting external vendors, consultants, and technology partners visiting the campus, ensuring a positive and professional experience.
This is an excellent opportunity for an entry-level IT professional looking to build experience in a corporate enterprise environment.
Key Responsibilities
- Serve as the first point of contact for IT support requests via phone, email, ticketing system, and walk-up support.
- Troubleshoot and resolve Microsoft Windows desktop and laptop issues.
- Provide support for Microsoft Office applications including Outlook, Teams, Word, Excel, and PowerPoint.
- Assist users with password resets, account access, and basic Active Directory requests.
- Install, configure, and troubleshoot desktop computers, laptops, monitors, docking stations, printers, and peripherals.
- Diagnose and resolve basic printer, wireless connectivity, and network connectivity issues.
- Set up and deploy new computer equipment for employees.
- Escalate complex technical issues to Level 2 or specialized support teams when necessary.
- Document incidents, service requests, and resolutions within the IT ticketing system.
- Maintain accurate inventory of assigned IT equipment.
- Follow established IT procedures, service level agreements (SLAs), and security policies.
- Provide professional, courteous, and timely customer service to all employees.
Partner & Visitor Support
- Serve as the primary IT contact for visiting vendors, contractors, consultants, and technology partners.
- Escort approved visitors throughout designated campus locations in accordance with company security and safety procedures.
- Coordinate visitor access with internal departments.
- Assist vendors with IT-related setup needs during onsite visits.
- Represent the IT department professionally while maintaining a positive customer experience.
Qualified candidates would have the following:
Support of Microsoft Office 365 applications.
- Familiarity with desktop hardware, printers, and peripheral devices.
- Basic understanding of computer networking, including:
- TCP/IP fundamentals
- Wi-Fi connectivity
- Network printers
- VPN basics
- Experience with ticketing systems is preferred.
- Strong verbal and written communication skills.
- Excellent customer service and interpersonal skills.
- Ability to prioritize multiple requests in a fast-paced environment.
- Ability to walk throughout a large campus while escorting visitors and supporting end users.
Preferred Skills
- Microsoft Windows 10/11
- Microsoft Office 365
- Outlook
- Microsoft Teams
- Active Directory (basic user administration)
- Azure Active Directory (preferred)
- Printer troubleshooting
- Desktop imaging and deployment
- Basic hardware repair
- Mobile device support (iOS and Android)
- Basic networking fundamentals
Soft Skills
We are looking for someone who is:
- Friendly, approachable, and customer-focused
- Professional and dependable
- Patient when assisting non-technical users
- Organized with strong attention to detail
- Comfortable interacting with employees at all organizational levels
- A strong team player with a positive attitude
- Eager to learn and develop new technical skills
Physical Requirements
- Ability to walk throughout a large campus during the workday.
- Ability to lift and move computer equipment weighing up to 40 pounds.
- Ability to work at a computer for extended periods.
- Ability to occasionally bend, kneel, and install desktop equipment.
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