Help Desk/Desktop Support Analyst

Help Desk and Desktop Support Analyst role in Toledo, Ohio on a long-term contract to deliver reliable end-user technical support across hardware and software.

Responsibilities

• Provide first- and second-line support for desktops, laptops, printers, mobile devices, and other end-user equipment.
• Troubleshoot issues related to Windows 10/11, Microsoft 365, and common network connectivity problems.
• Assist users with login problems, password changes, and other technical support requests in a timely manner.
• Image, configure, and deploy devices for new hires, role changes, and offboarding activities.
• Escalate complex infrastructure, server, or network incidents to senior IT staff or external partners when required.
• Coordinate with third-party vendors and co-managed IT teams to address higher-level issues, including security and systems support.
• Maintain an up-to-date inventory of IT hardware and track device assignments.
• Install software, apply system updates, and perform routine maintenance to keep endpoints functioning smoothly.
• Explain issues, solutions, and recommended next steps to users across varying technical skill levels.
• 2 to 4 years of hands-on experience in IT support, desktop support, or similar help desk roles.
• Hands-on experience troubleshooting Windows-based systems.
• Working knowledge of Active Directory for basic user account management.
• Familiarity with Microsoft Office 365, service desk ticketing systems, and standard support workflows.
• Understanding of basic networking concepts, including Wi-Fi and end-user connectivity troubleshooting.
• Strong customer service and communication skills for supporting a diverse user base.
• Ability to identify escalation needs and follow proper support channels.

Requirements

• 2 to 4 years of practical experience in IT support, desktop support, or help desk settings.
• Direct, hands-on troubleshooting of Windows-based systems.
• Familiarity with Active Directory for basic user account administration.
• Experience with Microsoft Office 365, service desk ticketing platforms, and standard support workflows.
• Foundational networking knowledge, including Wi-Fi and end-user connectivity troubleshooting.
• Strong customer service and communication skills, capable of assisting a diverse user base.
• Ability to determine when escalation is needed and follow established support channels.

Technologies

• Windows 10
• Windows 11
• Microsoft Office 365
• Active Directory
• Service desk ticketing tools

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• Life and disability insurance
• 401(k) plan
• Free online training