IT Helpdesk Analyst I

Odyssey Systems Consulting Group, Ltd. is seeking an IT Helpdesk Analyst I to provide front-line technical support for end users. This hybrid role in Wakefield, MA (also listed with Lincoln, MA) focuses on troubleshooting, ticket-based incident management, and timely escalation of complex issues to senior IT teams.

Role Overview

The Helpdesk Analyst serves as the organization’s first point of contact for hardware, software, and account-related concerns. You will triage incoming requests, diagnose issues across end-user devices, and resolve incidents where possible. When problems require additional expertise, you will escalate to Tier 2 and Tier 3 personnel with clear and complete documentation.

Responsibilities

• Provide technical support through phone, email, chat, remote sessions, or in-person assistance.
• Diagnose and resolve hardware and software issues on desktops, laptops, mobile devices, printers, and related peripherals.
• Troubleshoot operating system errors, application problems, and network connectivity issues.
• Deliver professional, high-touch assistance to users at all levels, including VIP support.
• Guide users through step-by-step solutions that encourage self-sufficiency.
• Log, categorize, and prioritize all support tickets using the organization’s ITSM platform.
• Review call and ticket logs to identify recurring issues or trends.
• Escalate unresolved or complex cases to Tier 2/Tier 3 teams with detailed documentation.
• Complete password resets, unlock user accounts, and support basic provisioning and deprovisioning across identity systems.
• Support onboarding and offboarding activities, including device preparation and account setup.
• Provide AV support for conference rooms and handle printer-related support needs.
• Install, configure, and update approved operating systems and software.
• Support endpoint management tooling, including Intune and Autopilot.
• Maintain antivirus and security agent health, including compliance-related configurations.
• Create and maintain knowledge base articles, user guides, and troubleshooting documentation.
• Contribute to helpdesk workflow improvements and service-quality enhancements.
• Ensure ticket documentation is complete, accurate, and auditable.

Required Qualifications

• US citizenship required.
• Education: Associate’s Degree.
• Years of experience: 0-3.
• Clearance: none listed, with ability to obtain.
• Education also noted: Bachelor’s Degree.
• Years of experience also noted: 1-3.
• Certifications: CompTIA A+, Network+, Microsoft 365 Fundamentals, or MD-102.
• Experience supporting Windows and mobile platforms.
• Hardware and software troubleshooting experience.
• Networking fundamentals.
• Ticketing systems management experience.

Technologies and Tools

• ITSM platform
• Intune
• Autopilot
• Antivirus
• Security agents
• CompTIA A+
• Network+
• Microsoft 365 Fundamentals
• MD-102
• Windows
• Mobile
• Tier 2/Tier 3

Compensation and Location

• Salary range: USD 50,000 - 55,000 per year
• Location: Wakefield, MA (hybrid)
• Additional location listed: Lincoln, MA
• Travel: 10%
• Work arrangement: Hybrid
• Posting tag: #LI-MP1

Benefits

• Medical
• Dental
• Vision
• Life insurance
• Tricare supplement
• Short-term disability
• Long-term disability
• 401(k) match
• Flexible spending accounts
• Health savings accounts
• Employee assistance program
• Learning and development benefit
• Paid time off
• Holidays