We are looking for a Help Desk/Desktop Support Analyst to join a rental and leasing services organization in Cape Coral, Florida in a contract-to-permanent capacity. This role is suited for a service-oriented IT specialist who can resolve end-user issues efficiently, communicate clearly with employees at all levels, and maintain strong documentation throughout the support process. The position will play a key part in delivering dependable technical assistance, improving the user experience, and supporting day-to-day service desk operations.
Responsibilities:
- Deliver responsive technical support to employees across the organization, including executive leadership, while maintaining a high standard of service.
- Investigate incidents by asking targeted diagnostic questions, identifying underlying causes, and working toward timely resolution of hardware, software, and access-related problems.
- Support business applications and core IT environments by addressing user requests, troubleshooting system issues, and providing practical solutions whenever possible.
- Record each support interaction with clear, accurate ticket notes so that issue history, actions taken, and outcomes are fully documented.
- Translate technical information into straightforward guidance that end users can easily follow when learning systems, tools, or updated procedures.
- Participate in user and business testing activities to build familiarity with upcoming enhancements and help prepare for successful adoption.
- Share recurring issues, service trends, and improvement opportunities with service desk leadership to strengthen overall support performance.
- Assist with operational reporting and daily metric tracking while ensuring requests are handled within established service level expectations.
- Experience resolving a wide range of technical support issues in a help desk, desktop support, or similar IT support environment.
- Working knowledge of Microsoft Windows, Windows 10, and basic troubleshooting methods for end-user devices and applications.
- Familiarity with Active Directory and service desk ticketing practices used to manage incidents, requests, and user access needs.
- Strong customer service skills with the ability to support users patiently and effectively across different levels of technical understanding.
- Ability to diagnose problems, prioritize tasks, and manage multiple support requests in a fast-paced setting.
- Clear written and verbal communication skills, including the ability to document resolutions thoroughly and explain technical topics simply.
- Exposure to ServiceNow and proficiency with Microsoft Office applications such as Excel, Word, and PowerPoint are considered advantageous.