Help Desk Analyst

Description

We are looking for a dependable Help Desk Analyst to support day-to-day technology needs for a retail environment in Albuquerque, New Mexico. This is a Long-term Contract position focused on delivering responsive technical assistance, resolving common user issues, and keeping support requests organized from intake through completion. The ideal candidate is comfortable assisting non-technical employees, handling a wide range of desktop and account-related problems, and maintaining accurate documentation while contributing to a smooth end-user support experience.

Responsibilities:

Manage incoming support requests by logging, organizing, updating, and closing tickets based on urgency and business impact.

Provide frontline assistance for Windows 10 and 11, Microsoft 365, Outlook, web browsers, and office printing issues.

Diagnose and resolve routine hardware problems involving desktops, laptops, monitors, docking stations, scanners, headsets, printers, and mobile devices.

Perform user account support tasks such as password resets, basic Active Directory maintenance, and onboarding or offboarding preparation.

Install approved applications and address common software issues to restore user productivity quickly.

Support basic connectivity troubleshooting for wired and wireless networks, VPN access, IP-related issues, and mapped drive access.

Prepare, organize, and track equipment for deployment while helping maintain inventory accuracy and orderly IT workspace operations.

Distinguish widespread service interruptions from isolated incidents and escalate more advanced issues to higher support tiers with complete documentation.

Contribute to support documentation by updating knowledge resources and recording troubleshooting steps clearly for future reference.

Other duties as needed

Requirements

Interviews are currently being conducted, for immediate consideration please apply

High school diploma or equivalent required.

At least 1 year of help desk or IT support experience preferred.

Working knowledge of Windows operating systems, Microsoft 365, and Outlook in an end-user support setting.

Familiarity with basic networking concepts, including Wi-Fi, VPN connectivity, and shared drive access.

Experience with Active Directory account administration such as password changes and user maintenance.

Ability to communicate technical information clearly and patiently to non-technical users.

Strong attention to detail with consistent ticket documentation, follow-up, and adherence to IT security practices.

Associate degree in Information Technology or certifications such as CompTIA A+ or Network+ preferred.

Background required prior to employment

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