Job: Help Desk Analyst

Schedule: Monday to Friday 7 AM to 4 PM

Terms: 12-month contract with Strong potential for Contract to hire

***This position requires a pre-employment background investigation including criminal history check, drug screening, and fingerprinting. Selectee must be able to obtain and maintain a Sensitive security clearance/access determination.*****

The technician monitors and manages escalated routine administrative tasks and IT Help Desk events, providing technical support to end users across a variety of issues.

Key Responsibilities:

• Monitors and manipulates the operation of escalated routine administration tasks and Help Desk events.
• Provides support to end users on a variety of issues.
• Installs, configures, and troubleshoots PCs, laptops, and peripherals.
• Resolves escalated problems in accordance with IT Help Desk standards and guidelines.
• Serves as second-level support and lead technician for non-routine and major events and incidents.
• Identifies, researches, and resolves complex technical issues.
• Responds to telephone and email requests related to IT Help Desk operational support.
• Maintains and updates Standard Operating Procedures (SOPs) for the IT Help Desk.
• Creates new SOPs as needed to ensure up-to-date documentation.
• Trains and coordinates with other IT staff as required.
• Demonstrates competency in performing all IT Help Desk functions.
• Safeguards physical access to Exchange-restricted data, processes, and services.

Requirements:

• 3+ years of experience providing end-user technical support in an enterprise IT environment.
• Strong knowledge of Windows 10 and Windows 11 operating systems.
• Experience with PC refresh and lifecycle management projects, including hardware deployment and imaging.
• Familiarity with tools such as SCCM, Intune, Active Directory, and remote desktop support platforms.
• Ability to diagnose and resolve complex hardware and software issues independently.
• Excellent communication and customer service skills, with the ability to explain technical issues to non-technical users.
• Ability to follow documented procedures and create/update technical documentation.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• CompTIA A+, Microsoft certifications (MD-100/MD-101), or equivalent experience preferred.
• Must be able to lift and move equipment up to 50 lbs.
• Availability for occasional after-hours or weekend work as required.

Job Types: Contract, Temp-to-hire

Pay: $24.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Experience:

• Help desk: 3 years (Required)

Ability to Commute:

• Dallas, TX 75236 (Required)

Work Location: In person