IT Helpdesk Analyst I

Odyssey Consulting is hiring an IT Helpdesk Analyst I to serve as a front-line technical support resource for end users in Wakefield, MA or Lincoln, MA. In this hybrid role, you will troubleshoot hardware, software, and account-related issues, triage incoming requests, and either resolve incidents directly or escalate complex problems to higher-tier IT teams with clear documentation.

The position focuses on professional, high-touch assistance, including support for VIP users. You will also maintain accurate records in the organization’s ITSM platform and help identify recurring trends through analysis of ticket and call logs.

What you’ll do

• Answer technical inquiries through phone, email, chat, remote sessions, or in person.
• Diagnose and resolve hardware and software issues for desktops, laptops, mobile devices, printers, and related peripherals.
• Troubleshoot operating system errors, application issues, and network connectivity problems.
• Provide professional support to users at all levels, including VIPs, and guide users through step-by-step resolutions.
• Log, categorize, and prioritize all incoming support tickets in the organization’s ITSM platform.
• Review call and ticket logs to identify recurring issues or trends.
• Escalate unresolved or complex issues to Tier 2 or Tier 3 teams with detailed documentation.
• Perform password resets, unlock user accounts, and support basic provisioning and deprovisioning across identity systems.
• Support onboarding and offboarding workflows, including device preparation and account setup.
• Provide AV support for conference rooms.
• Support printers and device and application needs.
• Install, configure, and update operating systems and approved software.
• Support endpoint management tools including Intune and Autopilot.
• Maintain antivirus, security agents, and compliance-related configurations.
• Create and maintain knowledge base articles, user guides, and troubleshooting documentation.
• Contribute to improving helpdesk workflows and service quality.
• Ensure ticket documentation is complete, accurate, and auditable.

Requirements

• Citizenship: Must be a US citizen.
• Education: Associate’s Degree.
• Experience: 0-3 years; also stated: 1-3 years of experience.
• Certifications: CompTIA A+, Network+, Microsoft 365 Fundamentals, or MD-102.
• Clearance: Ability to obtain.
• Education (additional stated requirement): Bachelor’s Degree.

Technologies you’ll work with

• ITSM platform
• Intune
• Autopilot
• Microsoft 365 Fundamentals

Compensation and location

• Salary: USD 50,000 - 55,000 per year
• Location: Wakefield, MA or Lincoln, MA
• Work model: Hybrid
• Travel: 10%
• Tag: #LI-MP1

Benefits

• Medical, dental, and vision
• Life insurance
• Tricare supplement
• Short-term disability and long-term disability
• 401(k) match
• Flexible spending accounts and health savings accounts
• Employee assistance program
• Learning and development benefit
• Paid time off and holidays

Note on pay: Final compensation will be determined based on Federal Government contract labor categories and contract wage rates, relevant experience, specific skills and competencies, geographic location, education, and certifications. This role is filled through continuous recruitment and remains open until a sufficient pool of applications has been received. Applicants may be eligible for Odyssey benefits.