Help Desk Analyst I

Job Responsibilities

Summary of Primary Duties and Responsibilities:

Under general supervision, serve as the first point of contact for information technology incidents and service requests for internal employees, contractors, and interns. Provide remote and occasional hands-on support for hardware, software, mobile devices, enterprise applications, identity and access services, and network connectivity issues. Support is delivered in a ServiceNow-driven environment with established service level objectives.

Candidates must possess strong interpersonal skills and demonstrate sound judgment, initiative, adaptability, attention to detail, and teamwork. Effective written and verbal communication skills are required. The successful candidate must be self-motivated, able to work independently, and able to manage multiple priorities, with strong computer proficiency and the ability to navigate multiple applications simultaneously.

Primary Responsibilities:

• Diagnose, troubleshoot, and resolve incidents and service requests for Windows workstations and laptops, MS 365 services, corporate iPads and mobile devices, Citrix environments, enterprise applications, remote access, VPN, and connectivity issues.

• Deliver excellent customer service through professional communication, active listening, and problem-solving with employees at all levels, both technical and non-technical.

• Document, track, and manage incidents and requests through ServiceNow while meeting established service level expectations.

• Support user onboarding, access provisioning, password resets, MFA enrollment, and related identity and access management processes.

• Utilize knowledge articles, troubleshooting tools, and established procedures to efficiently resolve issues or escalate when appropriate.

• Follow company policies, security standards, and data protection requirements to safeguard company systems and information.

• Collaborate with Service Desk teammates and other IT support teams to resolve incidents, fulfill requests, and improve service delivery.

• Participate in projects, testing, documentation updates, and continuous improvement initiatives as assigned.

• Support adoption and troubleshooting of approved productivity, collaboration, and emerging workplace technologies.

• Participate in a rotating after-hours on-call schedule to provide support outside of core business hours.

Education and Experience Requirements:

• Requires a minimum of two (2) years of experience supporting end users in a Service Desk, Help Desk, Desktop Support, or similar technical support environment.
• Experience supporting enterprise technologies in a large corporate environment or utility organization is preferred.
• Industry certifications such as CompTIA A+, Network+, Security+, MS Certifications, or ITIL Foundations are preferred.

Skills, Knowledge, and Abilities Required:

The successful candidate must possess strong customer service, communication, troubleshooting, and problem-solving skills. Candidates must be able to effectively prioritize work, analyze issues, document solutions, and provide technical support in a fast-paced environment while maintaining a high level of professionalism and customer focus.

The successful candidate should have wrought knowledge or experience supporting:

• Windows 10 and Windows 11 operating systems
• MS 365 services, including Outlook, Teams, OneDrive, and SharePoint
• MS Entra ID (Azure AD), Multi-Factor Authentication (MFA), account management, and access provisioning processes
• ServiceNow Incident, Request, and Knowledge Management processes
• Corporate-issued iOS and Android devices, including enrollment, configuration, application deployment, troubleshooting, and lifecycle support
• MS Intune or other endpoint and mobile device management (MDM) solutions
• Citrix virtual desktop and application environments
• VPN connectivity and basic network troubleshooting
• Remote support tools
• Hardware and peripheral support including laptops, desktops, monitors, docking stations, printers, webcams, and other end-user devices
• Cybersecurity awareness, user verification procedures, and security best practices

Licenses, Certifications, Bonding, and/or Testing Required:

Valid driver's license required.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.