Help Desk Analyst

Vaco; Jacksonville (FL); On-site; USD 42,000 - 52,000; Full time

Job summary

Vaco by Highspring in Jacksonville, FL is seeking a Help Desk Analyst for a 6-month onsite contract. The role provides timely IT support for end-users, handles hardware/software issues, and assists with workstation deployments and account access.

Responsibilities include serving as the first contact for technical support, troubleshooting across devices, and documenting incidents in the ticketing system. Strong communication and customer service skills are essential to succeed.

Qualifications

• 1+ years of help desk, desktop support, or related IT support experience
• High school diploma or equivalent required
• Strong knowledge of computer hardware, operating systems, and common business software applications
• Experience troubleshooting Windows-based computers, printers, peripherals, and basic network connectivity issues
• Basic knowledge of Microsoft 365 applications and user support
• Strong troubleshooting, problem-solving, and analytical skills
• Strong customer service skills and ability to communicate technical information clearly to non-technical users
• Ability to prioritize multiple requests in a fast-paced environment

Responsibilities

• Respond to technical support requests via phone, email, ticketing system, in person, or remote tools
• Troubleshoot, diagnose, and resolve hardware, software, printer, mobile device, and basic network issues
• Provide technical assistance with appropriate detail and professionalism
• Set up equipment for employee use and install necessary software
• Install, configure, and maintain desktops, laptops, printers, and related equipment
• Assist with onboarding/offboarding technology needs and user accounts
• Support password resets and Active Directory/Azure account administration
• Document incidents, steps, resolutions, and assignments in the help desk system
• Escalate unresolved issues to higher IT support and follow through to resolution
• Perform routine software installations, updates, patches, and maintenance
• Support conference room tech and audiovisual equipment
• Maintain confidentiality and security of company systems

Skills

Customer service

Troubleshooting

Communication

Documentation

Independent work

Attention to detail

Education

High school diploma or equivalent

Associate degree in IT/related field

CompTIA A+ or similar

Microsoft Azure/help desk certifications

Tools

GoTo Assist

Jira Service Management

ServiceNow

Zendesk

Job description

Help Desk Analyst

6 month contract

Onsite - Jax, FL

Position Summary

The IT Help Desk Technician is responsible for providing timely, courteous, and effective technical support to in-person and remote end-users across the organization. This role supports the installation, maintenance, troubleshooting, and repair of computer hardware, software, peripherals, mobile devices, and user access issues. The IT Help Desk Technician serves as a first point of contact for technical support, resolves routine and moderately complex issues, escalates more advanced problems when appropriate, and documents all incidents and resolutions in the help desk ticketing system. This position also assists with workstation deployments, user account support, and technology setup to ensure employees have the tools and access needed to perform their jobs successfully.

Essential Duties and Responsibilities

• Respond to technical support requests via phone, email, ticketing system, in person, or remote support tools
• Troubleshoot, diagnose, and resolve hardware, software, printer, mobile device, network connectivity, access, and basic system issues for end-users
• Provide technical assistance and guidance to end-users with an appropriate level of detail and professionalism
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Install, configure, maintain, and support desktop and laptop computers, monitors, printers, phones, peripherals, and related technology equipment
• Assist with onboarding and offboarding technology needs, including preparing workstations, and supporting user account access
• Support password resets, user account issues, permissions, and basic Active Directory/Azure account administration
• Document incidents, troubleshooting steps, resolutions, and equipment assignments accurately in the help desk ticketing system
• Escalate unresolved or complex technical issues to the appropriate IT support level or team and follow through to resolution as needed
• Perform routine software installations, updates, patches, and basic system maintenance
• Support conference room technology, audio/visual equipment, and other end-user technology needs as assigned
• Maintain confidentiality and security of company systems, devices, and information

Qualifications

Required

• Work Experience: 1+ years of help desk, desktop support, technical support, or closely related IT support experience
• Education: High school diploma or equivalent
• Technical Knowledge: Strong knowledge of computer hardware, operating systems, and common business software applications
• Technical Knowledge: Experience troubleshooting Windows-based computers, printers, peripherals, and basic network connectivity issues
• Technical Knowledge: Basic knowledge of Microsoft 365 applications and user support
• Additional Skills/Notes: Strong troubleshooting, problem-solving, and analytical skills
• Additional Skills/Notes: Strong customer service skills and ability to communicate technical information clearly to non-technical users
• Additional Skills/Notes: Ability to prioritize multiple requests and work effectively in a fast-paced environment
• Additional Skills/Notes: Ability to work independently on routine issues and expedite appropriately when needed
• Additional Skills/Notes: Strong attention to detail and documentation skills
• Additional Skills/Notes: Ability to maintain professionalism, patience, and confidentiality when handling support issues

Preferred

• Work Experience: 2+ years of experience in a help desk, desktop support, or end-user support role
• Work Experience: Experience supporting remote users in a multi-site environment
• Education: Associate degree in Computer Science, Information Technology, or a related field
• Education: CompTIA A+ certification or similar entry-level IT certification
• Education: Microsoft, Azure, or help desk-related certifications
• Technical Knowledge: Basic knowledge of Active Directory, Azure/Entra user account support, password resets, and access management
• Technical Knowledge: Experience with ticketing systems such as GoTo Assist, Jira Service Management, ServiceNow, Zendesk, or similar platforms
• Technical Knowledge: Familiarity with basic networking concepts, VPN connectivity, mobile device support, and printer troubleshooting
• Additional Skills/Notes: Strong troubleshooting, problem-solving, and analytical skills
• Additional Skills/Notes: Strong customer service skills and ability to communicate technical information clearly to non-technical users
• Additional Skills/Notes: Ability to prioritize multiple requests and work effectively in a fast-paced environment
• Additional Skills/Notes: Ability to work independently on routine issues and expedite appropriately when needed
• Additional Skills/Notes: Strong attention to detail and documentation skills
• Additional Skills/Notes: Ability to maintain professionalism, patience, and confidentiality when handling support issues

By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.

EEO Notice

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [e-mail].

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.

Representation Notice

By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application.

For residents of Ontario, Canada: Based on Highspring's discussions with its Client, Highspring's understanding is that this position for employment is a current vacancy (either through Highspring as a contractor or with the client directly).

Privacy Notice

Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
• Virginia residents may access our state specific policies here.
• Residents of all other states may access our policies here.
• Canadian residents may access our policies in English here and in French here.
• Residents of countries governed by GDPR may access our policies here.

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.