Help Desk Analyst

The Help Desk Analyst position at Viable Solutions delivers frontline IT support across departments, providing first-line technical assistance for hardware, software, and network issues while maintaining effective ticket management to preserve system uptime.

Responsibilities

• Deliver first-line support through help desk systems, guiding users through hardware, software, and network concerns in a professional and timely manner
• Diagnose and resolve issues across computer hardware, operating systems (Windows and Linux), mobile devices, and peripherals
• Efficiently manage support tickets, document each incident clearly, and follow through until a resolution is reached
• Assist with user account administration tasks, including creating, modifying, and deactivating accounts in Active Directory
• Support network troubleshooting activities, covering LAN, TCP/IP, DNS configurations, VPN access, firewalls, and Group Policy Objects
• Troubleshoot desktops, laptops, printers, and other peripherals to minimize downtime
• Collaborate with IT infrastructure teams to escalate complex issues related to networking or server operations

Requirements

• Proficiency with Microsoft Office applications and standard computer management tools
• Proven experience in technical support roles with emphasis on help desk operations and customer service
• Solid understanding of networking concepts such as TCP/IP, LAN, DNS, VPNs, firewalls, and practical troubleshooting methods
• Strong skills in Windows support (Windows 10/11), Linux environments, and desktop support procedures
• Ability to diagnose and address hardware issues affecting components and peripherals
• Experience handling customer support tickets using help desk or IT service management platforms
• Excellent written and verbal communication, with the ability to explain technical topics to non-technical users
• Analytical mindset for rapid issue diagnosis and effective problem solving
• Knowledge of Active Directory for user provisioning and security policy enforcement
• Understanding of IT infrastructure elements including routers, switches, DNS servers, and TCP/IP
• Experience supporting mobile devices across multiple operating systems

Technologies

• Active Directory
• Windows 10/11
• Linux
• Group Policy Objects (GPO)
• Local Area Network (LAN)
• DNS
• VPN
• Firewalls
• Microsoft Office

Benefits

• 401(k) retirement savings plan
• Dental insurance
• Employee assistance program
• Flexible work schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Relocation assistance
• Retirement plan options
• Tuition reimbursement opportunities
• Vision insurance

Compensation

The role offers a pay rate in the range of $33.89 to $48.77 per hour.

Location and Work Arrangement

Columbus, Georgia, onsite (in person).