We are looking for a Help Desk/Desktop Support Analyst to provide responsive front-line technical assistance for users in Jacksonville, Florida. In this role, you will address everyday technology issues, support account access needs, and ensure incidents are accurately tracked through resolution. This position is ideal for someone who combines practical troubleshooting ability with strong communication and a service-focused approach.
Responsibilities:
- Deliver first-contact support for workstations, laptops, mobile devices, printers, and commonly used business applications.
- Investigate and resolve routine technical issues such as password changes, sign-in failures, software setup requests, and basic network connectivity problems.
- Record incident details, troubleshooting steps, and final outcomes clearly within the service management platform.
- Route complex or unresolved problems to advanced support teams while providing complete documentation for efficient follow-up.
- Support new user setup activities, including account provisioning and access-related requests.
- Provide detail-oriented, courteous assistance that promotes a positive support experience for internal or external users.
- Adhere to established IT operating procedures, service expectations, and information security guidelines.
- At least 1 year of experience in help desk, technical support, or a customer-facing IT environment is preferred.
- Familiarity with Windows operating systems, Microsoft 365, and ticket-based support workflows.
- Working knowledge of basic troubleshooting methods for hardware, software, and entry-level connectivity issues.
- Ability to communicate technical information clearly and effectively to users with varying levels of technical understanding.
- Strong organizational skills with the ability to manage priorities in a fast-moving support setting.
- Exposure to Active Directory, remote support tools, or desktop hardware diagnostics is preferred.
- General understanding of IT service practices and foundational cybersecurity awareness.