Archived listing. The details below describe a past opening.
We are looking for a Help Desk/Desktop Support Analyst to provide hands-on technical assistance in Rock Hill, South Carolina. This Long-term Contract position supports a healthcare and behavioral health setting where dependable user support, strong troubleshooting skills, and clear communication are essential. The role offers the opportunity to work across desktop support, end-user services, and select Microsoft 365 and basic infrastructure tasks within a team-oriented IT environment.
Responsibilities:
- Deliver first-line technical assistance for computers, software applications, password access issues, printing problems, and routine connectivity concerns.
- Set up, image, configure, and deploy workstations, laptops, displays, printers, and related end-user equipment.
- Support user account activities in Microsoft 365 and Active Directory, including access updates and basic administrative tasks.
- Coordinate onboarding and offboarding by preparing accounts, assigning equipment, resetting credentials, and managing appropriate system access.
- Track, update, and resolve support requests through the service desk system while keeping records accurate and current.
- Investigate common network-related issues involving Wi-Fi, switches, firewalls, and general connectivity, escalating more complex incidents when needed.
- Assess technical problems effectively and route advanced or unresolved issues to Tier 2 or senior IT team members at the appropriate time.
- Communicate clearly with employees throughout the support process to ensure a positive service experience and timely follow-up.
- Produce and maintain simple technical guides and knowledge base content to document recurring issues and standard support steps.
- Contribute to additional IT initiatives and day-to-day technology tasks as assigned by the team.
- Experience providing Tier 1 help desk or desktop support in a Microsoft-based environment.
- Working knowledge of Windows 10, Microsoft Windows administration, and standard desktop troubleshooting practices.
- Familiarity with Active Directory, password management, and user account support.
- Exposure to Microsoft 365 administration and end-user support for Office applications and cloud-based services.
- Ability to manage service desk tickets with strong attention to detail, documentation, and follow-through.
- Basic understanding of printers, peripheral devices, and common hardware deployment procedures.
- Foundational knowledge of network connectivity troubleshooting, including wireless access and general desktop networking issues.
- Strong customer service and communication skills, with the judgment to escalate issues when necessary.