Help Desk

Help Desk Analyst

Location: Columbus, OH

Employment Type: Contract-to-Hire

Work Arrangement: Hybrid (Onsite/Remote)

About the Opportunity

Our client is seeking a customer-focused Help Desk Analyst to join their IT team in Columbus, Ohio. This contract-to-hire opportunity is ideal for an individual who enjoys helping users, solving technical issues, and delivering exceptional customer service. The Help Desk Analyst will serve as the first point of contact for IT support requests, providing front-line technical assistance while ensuring timely resolution and communication throughout the support process.

Key Responsibilities

End User Support

• Respond to incoming user phone calls, emails, and walk-up support requests.
• Provide first-level support for hardware, software, application, and technology-related issues.
• Troubleshoot technical issues to resolution whenever possible or escalate according to established procedures.
• Serve as the initial point of contact for incident and service request management.
• Triaging incoming incidents and requests and routing them to the appropriate support teams.

Incident & Request Management

• Accurately document user interactions, troubleshooting activities, actions taken, and resolutions within the ticket management system.
• Track and monitor open incidents and service requests to ensure timely resolution.
• Follow up with support teams on behalf of IT users regarding the status and expected completion of incidents and requests.
• Contact end users to gather additional information, verify issue resolution, and confirm service delivery satisfaction.
• Maintain detailed and accurate records in accordance with IT support standards and procedures.

User Training & Technical Assistance

• Coach users on the installation, configuration, and proper use of company-provided hardware and software.
• Support Microsoft Windows operating systems, Microsoft Office applications, and mobile technologies.
• Assist with troubleshooting and support for mobile devices, including iOS and Android platforms.
• Research technical problems independently and collaborate with team members to identify effective solutions.

Continuous Improvement

• Recommend improvements to IT Service Desk operations, processes, standards, and procedures.
• Contribute to knowledge sharing and documentation efforts that improve team efficiency and service quality.
• Perform other duties and responsibilities as assigned.

Qualifications

Preferred Education & Certifications

• Associate Degree in Computer Science, Business Administration, Information Technology, or a related field preferred.
• ITIL Certification or working knowledge of IT Service Management (ITSM) processes preferred.

Knowledge, Skills, and Abilities

• Strong customer service skills, including active listening, conflict resolution, decision-making, and negotiation.
• Excellent verbal, phone, written, and interpersonal communication skills.
• Highly dependable, patient, and productive with a strong sense of accountability.
• Quick to adapt to changing priorities and eager to learn new technologies and processes.
• Ability to work effectively within a team environment and share responsibilities as needed.
• Ability to maintain confidentiality of company and employee information.
• Strong technical and analytical troubleshooting skills.
• Working knowledge of Microsoft operating systems and Microsoft Office applications.
• Familiarity with computer hardware and peripheral devices.
• Experience supporting mobile devices and operating systems, including iOS and Android.
• Ability to work independently while maintaining a high level of customer service.

Physical and Work Requirements

• Ability to lift up to 30 pounds and perform physical activities associated with moving, installing, and supporting technology equipment.
• Ability to work from home as part of a hybrid work schedule.
• Flexibility to work overtime as needed to support business operations.

Ideal Candidate

The successful candidate is a motivated IT professional who combines strong technical troubleshooting abilities with exceptional customer service skills. They thrive in a fast-paced support environment, communicate effectively with users at all levels, and are committed to providing outstanding technical support while continuously improving the customer experience.

Location: Columbus, OH (Hybrid)

Type: Contract-to-Hire

Industry: Information Technology / Technical Support

Schedule: Standard business hours with occasional overtime as needed.