Help Desk Analyst – Tier 1 Support

Role Title: Help Desk Analyst
Location: Scotia, NY
Compensation: $65,000 - $85,000

Role Summary:

The Help Desk Analyst provides first-line technical support for end users across the organization. This role requires a solid foundation in operating systems, application support, and basic networking concepts including DHCP, DNS, TCP/IP, Windows domains, and Microsoft 365.
The ideal candidate demonstrates strong customer service skills, technical troubleshooting ability, and a strong work ethic. This position involves frequent interaction with employees across multiple departments and requires effective management of service requests through a ticketing system while delivering timely, professional technical support.Primary Responsibilities

• Provide first-level technical support for issues related to computers, software, hardware, phones, peripherals, wireless devices, A/V equipment, and other technology systems. Support may be delivered in person, remotely, or through travel to company locations.
• Manage and resolve help desk tickets, ensuring timely response and resolution in accordance with service expectations.
• Build, maintain, and deploy desktop images to streamline workstation configuration and management.
• Administer basic user account management within Active Directory and assist with Microsoft 365 mailbox issues.
• Escalate complex or unresolved issues to Tier 2 support or Systems Administration teams with appropriate documentation and troubleshooting details.
• Support company information security initiatives, including adherence to policies, documentation of procedures, and maintenance of system and network availability.
• Follow up with users to ensure issues are fully resolved and customer satisfaction is achieved.
• Participate in an on-call support rotation as required.

Qualifications

• Experience troubleshooting computers, operating systems, printers, network connectivity, mobile devices, wireless devices, copiers, and scanners.
• Strong working knowledge of Microsoft Windows operating systems and Microsoft Office applications in a Windows domain environment.
• Familiarity with networking fundamentals such as DHCP, DNS, and TCP/IP.
• Excellent verbal and written communication skills with a strong focus on customer service.
• Strong problem-solving abilities and adaptability when addressing new or unfamiliar technical issues.
• Ability to work independently with minimal supervision while maintaining accountability.
• Willingness and ability to learn new technologies quickly in a fast-paced environment.
• Valid driver’s license and reliable transportation.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. PRO062