Service Desk Analyst

Overview

We are seeking a customer-focused Service Desk Analyst to join a growing IT support team. This role serves as the first point of contact for end users, providing Level 1 technical support, troubleshooting hardware and software issues, and delivering an exceptional customer experience.

The ideal candidate will have strong technical troubleshooting skills, outstanding communication abilities, and experience supporting users in both in-office and remote environments.

Key Responsibilities

• Serve as the primary point of contact for IT support requests
• Provide Level 1 technical support for hardware, software, and user issues
• Gather, analyze, and troubleshoot reported technical problems
• Escalate complex issues to higher-level support teams when necessary
• Create and maintain knowledge base articles and standard operating procedures
• Participate in new technology rollouts and user training initiatives
• Accurately document incidents, service requests, and resolutions in the ticketing system
• Assist with desktop, laptop, peripheral, and software installations and configurations
• Support conference room and audiovisual technology
• Participate in on-call or call support rotations as required
• Collaborate with infrastructure and application teams to ensure timely issue resolution
• Mentor junior team members and contribute to team knowledge sharing

Required Skills & Experience

• Help Desk or Service Desk support experience
• Strong troubleshooting and problem-solving skills
• Experience supporting Windows environments
• Active Directory administration and user account management
• Microsoft 365 / Office 365 support experience
• Hardware break/fix troubleshooting and support
• Experience supporting both remote and in-person users
• Excellent customer service and communication skills
• Ability to manage multiple priorities in a fast-paced environment

Technical Skills

Experience with several of the following is preferred:

• Windows operating systems
• Computer hardware troubleshooting
• Microsoft Office / Microsoft 365
• Active Directory
• Virtual Desktop Infrastructure (VDI)
• Desktop imaging and deployment
• Hardware provisioning
• Audio/Video technology
• Remote access technologies
• TCP/IP networking
• VPN support
• Wi-Fi troubleshooting
• IT security practices and policies

Preferred Qualifications

• Strong understanding of ITIL-based support processes
• Experience documenting and maintaining technical procedures
• Knowledge of project management principles
• Experience supporting home office and remote workers
• Ability to evaluate and recommend new technology solutions
• Experience working closely with multiple IT teams and departments

Ideal Candidate

• Customer-first mindset with strong interpersonal skills
• Excellent verbal and written communication abilities
• Strong critical thinking and analytical troubleshooting skills
• Self-motivated with the ability to work independently
• Team-oriented and collaborative
• Comfortable learning new technologies and adapting to change

What This Opportunity Offers

• Opportunity to support a broad range of technologies and end users
• Exposure to enterprise-level IT operations
• Strong team-oriented environment with opportunities for mentorship and growth
• Involvement in technology implementations and improvement initiatives
• Long-term career development and professional growth opportunities
• Stable environment with a strong emphasis on employee development and work-life balance

Job Type & Location

This is a Contract position based out of Neenah, WI.

The pay range for this position is $25.00 - $26.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee