Help Desk Analyst - HDA 25-23607

Overview

On Site
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - Independent
No Travel Required

Skills

Technical Support
Technical Writing
Tier 2
Training
Usability
End-user Training
Help Desk
COTS
Communication
Computer Hardware
Customer Service
Documentation
Issue Tracking
Management
Publications
Reporting

Job Details

Job Title: Help Desk Analyst
Duration: 1 Month
Work Arrangement: 100% On-site

Role Overview

Seeking a Help Desk Analyst with Tier 2 technical support experience to assist users with hardware and software issues. The ideal candidate will have 5+ years of experience in an enterprise help desk environment and demonstrate strong communication, troubleshooting, and documentation skills.

Roles and Responsibilities

  • Provide Tier 2 technical support for hardware, software, and systems issues

  • Manage expectations across all levels including end users and executive sponsors

  • Monitor and manage backlog of support issues; reassign tickets to ensure timely resolution

  • Act as escalation point for high-priority technical issues

  • Recommend policies and standards for system usage and services

  • Communicate with software/hardware vendors to report and resolve defective products

  • Serve as subject matter expert (SME) for custom or COTS applications

  • Collaborate with developers to identify and correct software issues or suggest program changes

  • Evaluate new hardware/software for usability and organizational benefit

  • Create and update technical documentation, training materials, and user manuals

  • Conduct training sessions or coordinate third-party training for users

  • Investigate and resolve user issues involving software, hardware, and systems

  • Utilize diagnostic tools and procedures to resolve problems

  • Interface with Level 1 support as a point of escalation and guidance

  • Distinguish issues caused by software, hardware, or system failures

  • Use call tracking/ticketing systems to log and manage incidents

  • Stay up to date with IT trends and tools through trade publications and independent learning

  • Display strong customer service orientation and attention to detail

  • Work collaboratively in a team environment

  • Meet assigned deadlines and tasks with minimal supervision

  • Communicate clearly and professionally in both written and verbal formats

Must-Have Qualifications (Required)

  • 5+ years providing Tier 2 technical support for hardware and software

  • 5+ years experience using call tracking and ticketing software

  • 5+ years developing and delivering user training, documentation, and manuals

  • 5+ years managing and assigning support tickets

Nice-to-Have Qualifications (Highly Desired)

  • Bachelor s degree in a related field or equivalent relevant experience

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.