Help Desk Analyst

FirstHealth of the Carolinas, Inc.; Pinehurst (NC); Hybrid; USD 40,000 - 56,000; Full time

Job summary

FirstHealth of the Carolinas, Inc. is seeking a Help Desk Analyst to triage and log all support requests, assist end users with software, hardware, and network issues, and provide password resets and access management.

This role supports daily computer operations and serves as the primary contact for system questions. Coverage is 24/7; some day shifts may be considered for hybrid remote work based on location.

Qualifications

• High school diploma required.
• Associate degree in Information Technology, Computer Science or equivalent experience preferred.
• CompTIA A+, Security+, Network+ or CCNA preferred.
• Current enrollment in an information technology curriculum considered.
• Minimum of one year of experience in a customer service, help desk or data center environment preferred.
• General computer/systems knowledge required.
• Experience with service desk systems, Windows, Microsoft Office tools, virtual computing, and/or enterprise environments preferred.

Responsibilities

• Receives and triages all incoming support calls and logs requests in the Helpdesk database.
• Acts as primary contact for end-user questions and system issues.
• Responds to service requests related to software, hardware, and network problems, including password resets and access grants.
• Provides assistance with daily computer operations.

Skills

Customer service

Help desk

Data center

Windows

Microsoft Office

Virtual computing

Enterprise environments

Education

High school diploma

Associate degree in Information Technology or Computer Science

CompTIA A+, Security+, Network+ or CCNA

Current enrollment in IT curriculum

Job description

Overview

Help Desk Analyst

Receives and triages all incoming support calls, logs all requests for service, system issues and subsequent resolutions in the Helpdesk database. Serves as primary contact for system-related end-user questions and issues. Responds to service requests from end users relating to software, hardware, and network issues, including resetting user passwords and granting of user access privileges. Provides assistance with any and all activities relating daily computer operations.

Responsibilities

Working Conditions

This position is system critical.

Coverage is 24/7 including holidays, weekends, and inclement weather.

Generally assigned to specific shift. May work alone, after hours and on weekends based on assigned shift or critical need.

Full-time day shift positions may be considered for hybrid remote work based on primary location.

Qualifications

Education and Formal Training

High school diploma required. Associate degree in Information Technology, Computer Science or equivalent experience preferred. CompTIA A+, Security+, Network+ or CCNA preferred.

Current enrollment in an information technology curriculum considered.

Work Experience

Minimum of one year of experience in a customer service, help desk or data center environment preferred. General computer/systems knowledge required. Experience with service desk systems, Windows, Microsoft Office tools, virtual computing, and/or enterprise environments preferred.

Education and Formal Training

High school diploma required. Associate degree in Information Technology, Computer Science or equivalent experience preferred. CompTIA A+, Security+, Network+ or CCNA preferred.

Current enrollment in an information technology curriculum considered.

Work Experience

Minimum of one year of experience in a customer service, help desk or data center environment preferred. General computer/systems knowledge required. Experience with service desk systems, Windows, Microsoft Office tools, virtual computing, and/or enterprise environments preferred.

Working Conditions

This position is system critical.

Coverage is 24/7 including holidays, weekends, and inclement weather.

Generally assigned to specific shift. May work alone, after hours and on weekends based on assigned shift or critical need.

Full-time day shift positions may be considered for hybrid remote work based on primary location.