Help Desk/Desktop Support Analyst

Description

We are looking for a Help Desk/Desktop Support Analyst to join a rental and leasing services organization in Cape Coral, Florida in a contract-to-permanent capacity. This role is suited for a service-oriented IT specialist who can resolve end-user issues efficiently, communicate clearly with employees at all levels, and maintain strong documentation throughout the support process. The position will play a key part in delivering dependable technical assistance, improving the user experience, and supporting day-to-day service desk operations.

Responsibilities:

Deliver responsive technical support to employees across the organization, including executive leadership, while maintaining a high standard of service.

Investigate incidents by asking targeted diagnostic questions, identifying underlying causes, and working toward timely resolution of hardware, software, and access-related problems.

Support business applications and core IT environments by addressing user requests, troubleshooting system issues, and providing practical solutions whenever possible.

Record each support interaction with clear, accurate ticket notes so that issue history, actions taken, and outcomes are fully documented.

Translate technical information into straightforward guidance that end users can easily follow when learning systems, tools, or updated procedures.

Participate in user and business testing activities to build familiarity with upcoming enhancements and help prepare for successful adoption.

Share recurring issues, service trends, and improvement opportunities with service desk leadership to strengthen overall support performance.

Assist with operational reporting and daily metric tracking while ensuring requests are handled within established service level expectations.

Requirements

Experience resolving a wide range of technical support issues in a help desk, desktop support, or similar IT support environment.
Working knowledge of Microsoft Windows, Windows 10, and basic troubleshooting methods for end-user devices and applications.
Familiarity with Active Directory and service desk ticketing practices used to manage incidents, requests, and user access needs.
Strong customer service skills with the ability to support users patiently and effectively across different levels of technical understanding.
Ability to diagnose problems, prioritize tasks, and manage multiple support requests in a fast-paced setting.
Clear written and verbal communication skills, including the ability to document resolutions thoroughly and explain technical topics simply.
Exposure to ServiceNow and proficiency with Microsoft Office applications such as Excel, Word, and PowerPoint are considered advantageous.

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