Help Desk Support Analyst

We are looking for a Help Desk Support Analyst to support employees in Carson City, Nevada with timely technical assistance across a range of day-to-day IT issues. This Long-term Contract position is ideal for someone who enjoys resolving user problems, managing support requests, and delivering dependable service to both onsite and remote staff. The role focuses on desktop support, ticket handling, and troubleshooting Windows-based laptop environments while maintaining a detail-oriented and customer-focused approach.

Responsibilities:

• Provide first-line technical support by answering incoming requests and resolving day-to-day hardware, software, and access issues.
• Manage and update service desk tickets, ensuring incidents are documented accurately and followed through to completion.
• Troubleshoot Dell laptops and Windows-based systems to identify and correct user-facing technical problems.
• Support account access needs within Active Directory, including password assistance and connectivity-related issues.
• Assist both remote and onsite employees with technical concerns, using appropriate tools to diagnose and resolve problems efficiently.
• Escalate more complex incidents when needed while maintaining clear communication with users and internal support teams.
• Track recurring issues and contribute to practical solutions that improve overall help desk service delivery.
• At least 2 years of experience in a help desk, desktop support, or similar technical support role.
• Hands-on experience supporting Microsoft Windows environments, including Windows 10 systems.
• Working knowledge of Active Directory, particularly for password resets and basic user access troubleshooting.
• Ability to diagnose and resolve common technical issues involving laptops, connectivity, and end-user applications.
• Experience using a service desk or ticketing system to log, monitor, and close support requests.
• Strong communication skills with the ability to assist both remote and in-office users effectively.
• Familiarity with basic troubleshooting methods and a customer-service-oriented approach to support.