We are looking for a Help Desk/Desktop Support Analyst to join a contract team supporting customers. In this role, you will serve as an early point of contact for technical issues, helping users resolve problems related to Windows-based systems, peripherals, point-of-sale equipment, and related support tools. This opportunity is well suited for someone who communicates clearly, stays organized in a ticket-driven environment, and enjoys delivering dependable customer service in a fast-paced support setting.
Responsibilities:
- Respond to incoming support requests from customers and provide timely assistance by phone, remote tools, and ticketing systems.
- Document new incidents thoroughly, update existing cases with clear notes, and maintain accurate records throughout the support process.
- Troubleshoot issues involving Windows 10 devices, desktop applications, scanners, registers, and other end-user hardware or software.
- Prioritize and triage service desk requests based on urgency, business impact, and established support procedures.
- Guide users through problem resolution steps while setting clear expectations and delivering a consistent customer experience.
- Escalate more complex technical concerns when needed and collaborate with team members to drive issues toward resolution.
- Participate in onboarding and training activities to learn support workflows, product environments, and customer interaction standards.
- Support a high volume of front-line requests as the team addresses increased ticket demand and ongoing service needs.
- At least 2 years of experience in help desk, desktop support, service desk, or customer-facing technical support roles.
- Hands-on experience supporting Microsoft Windows, including Windows 10 troubleshooting for end users.
- Ability to diagnose and resolve common desktop, peripheral, and point-of-sale technical issues.
- Familiarity with ticket management processes, including case creation, updates, triage, and resolution tracking.
- Working knowledge of networking fundamentals such as wireless connectivity, TCP/IP, and basic device communication troubleshooting.
- Strong customer service and call handling skills, with the ability to remain composed and helpful in a fast-paced environment.
- Clear written and verbal communication skills for documenting issues and assisting users with varying technical backgrounds.