Help Desk Analyst

AmericanElectric is seeking a motivated and customer-focused Help Desk Analyst to join our growing support team. This entry-level position provides technical assistance to employees and end users by troubleshooting hardware, software, and account-related issues while delivering excellent customer service.

This role is ideal for individuals who enjoy problem-solving, technology, and helping others. Successful candidates will receive training, mentorship, and opportunities for professional growth within IT Support and Information Technology Operations.

Key Responsibilities

• Respond to help desk tickets, emails, and support requests in a timely and professional manner
• Troubleshoot and resolve basic hardware, software, printer, and connectivity issues
• Assist users with password resets, account access, and system navigation
• Document support requests, resolutions, and troubleshooting steps within the ticketing system
• Escalate complex technical issues to senior IT staff when necessary
• Support employee onboarding and offboarding activities, including account setup and equipment coordination
• Assist with software installations, updates, and routine system maintenance
• Maintain accurate records of support activities and follow established IT procedures
• Provide excellent customer service while ensuring a positive user experience

Requirements

• High school diploma or GED required; Associate’s degree or technical certification in Information Technology, Computer Science, or a related field is a plus
• Basic understanding of computer hardware, operating systems, mobile devices, and common software applications
• Familiarity with Microsoft Office 365, Windows operating systems, and web-based applications
• Strong communication and interpersonal skills with a customer-service mindset
• Excellent problem-solving abilities and attention to detail
• Ability to prioritize tasks and manage multiple support requests effectively
• Comfortable learning new technologies and following documented procedures
• Previous customer service, technical support, retail technology, or internship experience is a plus but not required

Preferred Qualifications

• Exposure to ticketing systems such as Zendesk, Freshdesk, ServiceNow, or Jira Service Management
• Basic knowledge of networking concepts, remote support tools, and troubleshooting methodologies
• CompTIA IT Fundamentals (ITF+) or CompTIA A+ certification is a plus but not required

Pay: $30.00 - $44.00 per hour

Expected hours: 16.0 – 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Work Location: Remote