Help Desk/Desktop Support Analyst

Description

We are looking for a Help Desk/Desktop Support Analyst to join a healthcare organization in Milwaukee, Wisconsin in a Contract to Permanent role. This position is ideal for a service-focused IT specialist who enjoys solving technical issues, supporting end users, and helping maintain a reliable desktop environment. The analyst will play a key role in delivering responsive support, improving service processes, and contributing to a collaborative help desk team while ensuring compliance with patient privacy standards.

Responsibilities:
Respond to incoming support tickets and help desk calls, troubleshoot user issues, and escalate more complex problems when needed to minimize operational disruption.
Diagnose hardware, software, and access-related concerns for employees and work toward strong first-contact resolution whenever possible.
Perform account support tasks such as password resets, user provisioning and deactivation, and assignment of users and devices to the correct Active Directory groups.
Install, configure, and maintain desktop applications, printers, and related settings while assisting with routine hardware and software updates.
Monitor systems for viruses, spyware, and unauthorized applications, and take appropriate action to remove threats and protect the environment.
Create and maintain clear knowledge base documentation to improve support consistency and help users and team members resolve common issues more efficiently.
Provide guidance and coaching to other help desk staff by sharing technical knowledge and service best practices.
Recommend and support process improvements that increase efficiency, scalability, and service quality across day-to-day support operations.
Adapt to shifting priorities, assist across locations or teams as needed, and contribute to broader organizational goals under leadership direction.
Follow all applicable legal, security, and compliance requirements, including standards related to patient confidentiality and data privacy.

Requirements

1-3 years of experience in help desk, desktop support, or a similar technical support position.
Working knowledge of Microsoft Windows environments, including Windows 10, Microsoft Office, and general desktop troubleshooting.
Basic understanding of TCP/IP networking concepts such as routing, switching, mapped drives, and shared resources.
Experience supporting user accounts, onboarding activities, Active Directory administration, and Group Policy in a Windows-based environment.
Familiarity with printer setup, application installation, hardware diagnostics, and malware or spyware removal.
Strong verbal and written communication skills with the ability to explain technical information clearly and respond professionally to users at all levels.
Ability to manage multiple requests in a fast-paced setting, collaborate effectively with team members, and stay focused until issues are fully resolved.
Willingness to provide occasional after-hours support and apply basic root cause analysis to recurring technical problems.

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