Help Desk Analyst - Remote, Local to CO - only W2

Overview

Remote
27 - 28
Contract - W2
Contract - 1 Year(s)
No Travel Required
Unable to Provide Sponsorship

Skills

Helpdesk Analyst
PC
Laptop
Technician
Active Directory
Customer support
LAN

Job Details

Job Title: Helpdesk Analyst– Candidate must be local to CO but remote project

Overview

The Helpdesk Analyst will be part of the Information Technology Services (ITS) team supporting end-users across multiple statewide locations. The role involves troubleshooting hardware, software, and networking issues while ensuring timely and effective customer support. The analyst will support over 2800+ desktops, 100+ laptops, and 400+ networked multifunction devices and printers.

Key Responsibilities

Technical Support & Troubleshooting

  • Provide first and second-level technical support to statewide end-users via phone, email, or remote tools.

  • Diagnose and resolve issues related to hardware, software, LAN connectivity, printers, and peripheral devices.

  • Use diagnostic tools to identify hardware/software malfunctions and initiate repair or replacement.

  • Rebuild desktop systems, configure user-specific settings, and perform software installations or upgrades.

Desktop Imaging & Deployment

  • Perform imaging and deployment of desktops and laptops using tools such as Ghost 8.0+ (required).

  • Experience with Free Open Ghost (FOG) is a plus.

  • Configure and install terminal emulation software for host/system connections.

Network & Systems Support

  • Support LAN operations including installation, modification, and maintenance of network components.

  • Assist in implementing hardware and software upgrades or enhancements.

  • Troubleshoot basic network issues and escalate complex issues as needed.

Device & Peripheral Support

  • Provide support for networked multifunction devices (printers, scanners, copiers).

  • Ensure proper installation, configuration, and troubleshooting across multiple statewide locations.

Customer Service & Vendor Coordination

  • Interface with customers, internal teams, and vendors to resolve issues efficiently.

  • Log, track, and document support requests using ticketing systems.

  • Maintain a high level of professionalism, communication, and customer satisfaction.

Required Skills & Qualifications

  • 3–5+ years of experience in Helpdesk, IT Support, or Desktop Support roles.

  • Strong knowledge of Active Directory, user account management, and access troubleshooting.

  • Solid understanding of computer networking concepts (LAN, TCP/IP, DHCP, DNS).

  • Experience with desktop imaging tools (Ghost 8.0 or above required).

  • Strong analytical and problem-solving skills.

  • Experience troubleshooting Windows OS, MS Office, and common enterprise software.

  • Familiarity with ticketing systems and remote support tools.

  • Excellent customer service and communication skills.

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.