Helpdesk Support Analyst

 Responsibilites:

• Serve as the first point of contact for IT support via phone, email, or ticketing system 
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, and applications 
• Log, track, and manage incidents and service requests in the ticketing system 
• Provide support for common systems such as email, printers, VPN, and network access 
• Escalate unresolved or complex issues to appropriate teams 
• Follow up with users to ensure issues are resolved and satisfaction is met 
• Assist with user account setup, password resets, and access management 
• Install, configure, and maintain end-user hardware and software 
• Document solutions and contribute to the knowledge base 
• Adhere to service level agreements (SLAs) and support standards

Minimum requirements: Associates degree and 1-4 years experience

*position subject to CSWF requirements*