Help Desk Analyst

We are looking for a Help Desk Analyst to support end users by resolving technical issues and delivering reliable day-to-day IT assistance in San Antonio, Texas. This contract position with potential for a permanent role is ideal for someone who communicates clearly, stays composed in a fast-paced environment, and enjoys helping people navigate hardware, software, and access-related challenges. The role will focus on ticket-based support, account administration, collaboration tools, and device troubleshooting across a diverse technical environment.

Responsibilities:

• Manage incoming support requests through the FootPrints ticketing platform, document resolutions, and maintain accurate service records.
• Troubleshoot issues involving Microsoft Teams, desktop applications, and general end-user connectivity to restore productivity quickly.
• Administer user accounts and access permissions within Active Directory, including routine updates and account support.
• Provide technical assistance for Windows and Mac computers, mobile devices, and common peripheral hardware used across the organization.
• Support Apple and Android devices by assisting with setup, configuration, and basic troubleshooting needs.
• Assist with hardware rollouts, device deployments, and configuration tasks to ensure equipment is ready for business use.
• Coordinate with internal IT teams and vendors when issues require escalation or specialized technical expertise.
• Deliver customer-focused support with professionalism, patience, and clear communication during every user interaction.
• Experience providing help desk or desktop support in a detail-oriented IT environment.
• Working knowledge of Active Directory for user administration and access-related tasks.
• Familiarity with Microsoft technologies, including Microsoft Teams and standard desktop support tools.
• Ability to troubleshoot Mac computers, Apple devices, Android devices, and general computer hardware.
• Exposure to ticketing systems such as FootPrints or similar service management platforms.
• Understanding of device configuration, deployment activities, and basic configuration management practices.
• Strong interpersonal skills with a calm, dependable approach to supporting end users.
• Experience with environments that may include Cisco or Citrix technologies is preferred.