Help Desk Analyst

Pursuit Aerospace is hiring a Help Desk Analyst to support applications, infrastructure, and end-user systems across a multi-site organization. This onsite role in Manchester, CT (supporting the South Windsor, CT site) includes phone-based support and hands-on IT work, with responsibilities spanning user onboarding, troubleshooting, and server maintenance.

What you’ll do

• Provide phone support to company employees worldwide for a portion of the day
• Install PC hardware and software
• Handle end-user onboarding and deboarding tasks
• Assist with network and hardware troubleshooting
• Support preventative maintenance and upgrades on servers
• Facilitate and participate in project-related work
• Complete hands-on tasks as directed by information systems staff
• Update user and technical documentation
• Use an IT shared services approach to support the full business when applicable

Required qualifications

• Associate’s degree in computer science, information technology, or a related field
• At least 2 years of experience working in IT
• Ability to read, write, and speak fluent English
• Must be authorized to work in the U.S. on a full-time basis without sponsorship now or in the future (the company cannot offer employment to visa holders requiring employer sponsorship or who cannot work full-time now)
• Ability to perform work subject to ITAR/EAR regulations

Technologies you may use

• ServiceNow, Zendesk, Freshservice, Jira Service Management
• Invgate, Solarwinds Web Helpdesk
• LogMein Rescue, NinjaOne, TeamViewer
• ConnectWise, Zoho Assist, Splashtop
• BeyondTrust Remote Support

Preferred qualifications

• Bachelor’s degree in computer science, information technology, or a related field
• Experience with help desk ticketing systems, including ServiceNow, Zendesk, Freshservice, Jira Service Management, Invgate, or Solarwinds Web Helpdesk
• Experience with remote support tools such as LogMein Rescue, NinjaOne, TeamViewer, ConnectWise, Zoho Assist, Splashtop, or BeyondTrust Remote Support
• Ability to read and interpret technical instructions and follow work instruction, especially checklists
• Strength in writing technical solutions and providing help desk ticket updates
• Energetic, organized, and detail-oriented, with strong interpersonal skills and comfort in team-based work
• Customer-focused, pragmatic problem-solving approach
• Ability to work independently with minimal supervision
• Technically inclined in modern computer systems

Benefits

• Health and disability insurance
• 401(k) match
• Flexible spending accounts
• EAP
• Paid time off
• Company-paid holidays

Working conditions

• Prolonged periods sitting at a desk and working on a computer
• Ability to frequently sit, stand, and walk
• Ability to lift and carry up to 15 pounds
• Mobility required in a manufacturing plant environment while using Personal Protective Equipment
• Personal protective equipment required on the shop floor (for example, safety glasses and safety shoes)

The job description is not intended to be all-inclusive. Employees will follow other instructions and perform additional related duties as assigned by their supervisor. Pursuit Aerospace is an Equal Opportunity Employer and provides consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.