IT Help Desk Support Analyst

Help desk, IT, Desktop, Operating systems, Networking, Troubleshooting, Service desk
Contract W2
Depends on Experience

Job Description


  • Provides first level support to end users for PC hardware and Network (Windows7/Windows 10 environments) and Mainframe (UNIX/IBM) environments
  • Resolves and closes tickets/work orders supporting end-user desktops and peripherals
  • Conducts problem determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, etc.
  • Interact with internal and external support teams and third party vendors to identify and correct core problems
  • Maintains daily awareness of outages and issues system wide
  • Escalates incidents to escalation teams to ensure customer resolution
  • Provides timely communication (oral or written) to the Level 2 support or other management personnel, as needed
  • Demonstrates commitment to and compliance with all company and departmental policies, procedures, and practices



  • 2 years of Help Desk and/or customer service experience
  • 2 years of troubleshooting experience with service desk environments
  • Knowledge of all Windows based operating systems including Windows 7 and Windows 10
  • Preferably Knowledge and/or experience with internal server/mainframe applications such as: Sabre, QIK, IBM/TSO/TPX, and SCEPTRE
  • Shift work required for 24x7 IT coverage environment
  • Strong interpersonal, written, and verbal communication skills
  • Ability to multi-task in a stressful environment


  • Associate / Bachelor’s degree in computer science, Information Systems, or other related field or equivalent work experience/training
Dice Id : 10120357
Position Id : 7112893
Originally Posted : 3 months ago
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