Help Desk/Desktop Support Analyst

We are looking for a Help Desk/Desktop Support Analyst to support employees and maintain reliable day-to-day technology operations in Waterville, Maine. This contract position has the potential to become permanent and is ideal for someone who enjoys resolving technical issues, assisting end users, and contributing to device and software initiatives in a fast-paced environment. The role focuses on hands-on support across desktop systems, mobile devices, Microsoft 365 tools, and core endpoint services while delivering a strong customer experience.

Responsibilities:

• Provide frontline technical assistance for hardware, software, and user access issues across desktops, laptops, and mobile devices.
• Diagnose and resolve Windows-based support requests, ensuring timely updates and clear communication through the service desk ticketing process.
• Administer routine support tasks within Active Directory, including account access, password support, and user-related troubleshooting.
• Support Microsoft 365 applications and services by assisting users with functionality, connectivity, and productivity issues.
• Help manage endpoint devices through unified endpoint management tools, including configuration, updates, and compliance-related activities.
• Assist with software rollouts, patch implementation, and device replacement activities throughout the technology lifecycle.
• Prepare, deploy, and maintain end-user equipment to ensure staff have properly configured and functional systems.
• Contribute to IT projects and technical deployments by coordinating setup tasks, testing, and end-user readiness support.
• At least 3 years of experience providing hands-on IT support in a help desk, desktop support, or similar technical environment.
• Working knowledge of Microsoft Windows 10 and general Windows troubleshooting practices.
• Experience supporting Microsoft 365 Enterprise applications and related end-user services.
• Familiarity with Active Directory administration for basic user and access management tasks.
• Understanding of service desk ticket workflows and the ability to manage multiple support requests effectively.
• Exposure to desktop, laptop, mobile device, and endpoint support in a business environment.
• Strong troubleshooting, communication, and customer service skills with a practical, user-focused approach.
• CompTIA A+ or Network+ certification is helpful but not required.