Help Desk/Desktop Support Analyst

We are looking for a customer-focused Help Desk/Desktop Support Analyst to join a non-profit organization in Evanston, Illinois on a Contract basis. This role supports end users with day-to-day technical issues across desktop systems, productivity tools, and account access while delivering responsive and attentive service. The ideal candidate is comfortable resolving frontline support requests, documenting solutions clearly, and partnering with internal IT staff when more advanced issues require escalation.

Responsibilities:

• Deliver first-line technical assistance to users by responding to service requests and resolving common hardware, software, and access-related issues.
• Diagnose and address problems involving Windows 10 and Windows 11, Microsoft 365, Outlook, Teams, and other Office applications.
• Administer user accounts in Active Directory, including setting up new profiles, resetting passwords, and updating access permissions.
• Prepare, install, and support end-user technology such as desktop computers, laptops, printers, and mobile devices.
• Support employee onboarding and offboarding by coordinating device readiness, account provisioning, and equipment collection.
• Record support activity, troubleshooting steps, and final resolutions accurately within the ticket management system.
• Route more complex or higher-level technical concerns to senior IT team members when additional expertise is needed.
• Provide attentive customer service while managing assigned tickets within established response and resolution expectations.
• Experience providing Tier 1 help desk or desktop support in a detail-focused environment.
• Working knowledge of Active Directory administration, including password resets and account maintenance.
• Hands-on experience supporting Microsoft Windows 10 and 11 systems.
• Familiarity with Microsoft 365, Outlook, Teams, Office applications, and Microsoft Exchange-related user support.
• Ability to troubleshoot technical issues methodically and resolve routine end-user problems efficiently.
• Experience working with service desk ticketing systems and maintaining accurate support documentation.
• Strong customer service skills with the ability to communicate clearly and effectively with users.