Growth‑Oriented IT Help Desk Analyst

Provalus; Henderson, Northern (TX, KY); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Professional training and development

Career advancement opportunities

Job summary

Provalus is seeking a Help Desk / Service Desk Analyst to be the first point of contact for end users, troubleshooting hardware, software, and connectivity issues. You will document every interaction in the ticketing system as you guide users step-by-step toward solutions.

This full-time role offers structured training, development opportunities, and a path to advance within the IT support career. On-site work is expected at the Provalus office with a focus on delivering friendly, effective

Qualifications

• Must have HS diploma or GED.
• On-site work at Provalus office; no remote positions available.
• 0–1 year of experience in help desk, technical support, or customer service.
• Basic understanding of Windows and/or Mac operating systems, Microsoft Office, and common business applications.
• Strong customer service orientation with clear, patient verbaland written communication skills.
• Ability to troubleshoot methodically, follow documented procedures, and ask clarifying questions.
• Comfortable multitasking and navigating multiple systems and screens simultaneously.

Responsibilities

• Frontline Support: first point of contact via phone, email, chat, or ticketing system.
• Troubleshooting: diagnose and resolve hardware, software, and connectivity issues across desktops, laptops, printers, mobile devices, and remote access tools.
• Account Support: password resets, account unlocks, and basic user provisioning/de-provisioning.
• Software Support: install, configure, and update software per procedures.
• Ticket Management: log, track, and update tickets in ITSM system to resolution.
• SOP & KB Usage: follow SOPs and knowledge base to resolve issues.
• Escalation: escalate to Tier 2/3 when needed.
• Customer Service: communicate clearly and empathetically with end users.
• Productivity & Quality: meet ticket volume, response-time, and SLA targets.
• Knowledge Sharing: contribute KB articles based on new issues.
• Additional Duties: perform tasks as assigned.

Skills

Customer service orientation

Clear communication

Troubleshooting mindset

Multitasking

Documentation

Education

High School Diploma or GED

CompTIA A+ or similar IT certification

Tools

ServiceNow

Zendesk

Freshservice

Ivanti

Active Directory

Job description

Provalus is seeking a Help Desk / Service Desk Analyst to be the first point of contact for end users, troubleshooting hardware, software, and connectivity issues. You will document every interaction in the ticketing system as you guide users step-by-step toward solutions.

This full-time role offers structured training, development opportunities, and a path to advance within the IT support career. On-site work is expected at the Provalus office with a focus on delivering friendly, effective