Help Desk Analyst: Level 2

Themesoft Inc.; Kentucky; On-site; USD 45,000 - 55,000; Part time

Job summary

A mid-sized IT service provider in Kentucky is seeking a Help Desk Analyst to serve as the first point of contact for users. Responsibilities include answering calls and requests, troubleshooting basic technical issues, and managing ticketing processes. Candidates should have at least 2 years of IT experience and solid communication skills. This is a contract position with a focus on administrative and customer service functions.

Qualifications

• 2+ years of experience in IT, including 1+ year in technical support/helpdesk.
• General knowledge of operating systems and application software to provide high-level support.
• Ability to utilize Microsoft Office applications for support, reporting, and documentation.

Responsibilities

• Answer incoming calls, self‑service requests, emails, and chats.
• Track all information in the ticketing system.
• Troubleshoot basic end-user issues on various software applications.

Skills

Technical support experience

Interpersonal skills

Problem-solving skills

Communication skills

Microsoft Office proficiency

Job description

Information Technology Help Desk Analyst

First point of contact for users who call our IT Service Desk.

• Answer incoming calls, self‑service requests, emails, and chats.
• Track all information in the ticketing system.
• Participate in the knowledge management process to resolve tier 1 incidents and requests in a timely fashion and create new knowledge.
• Escalate unresolved problems/issues/requests to the proper resolver group.
• Troubleshoot basic end‑user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop support.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Become familiar with Service Desk policies and processes.
• Become familiar with the systems, network, core applications and each team in the IT Department.
• Other duties as assigned by the Service Desk Manager.

Desired Qualifications

• 2+ years of experience in IT, including 1+ year in technical support/helpdesk.
• General knowledge of operating systems and application software to provide high level support.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Ability to utilize Microsoft Office applications for support, reporting, and documentation.
• Excellent oral and written communication skills.
• Ability to provide technical support over the phone; excellent phone skills and professional demeanor.
• Excellent problem‑solving skills; ability to visualize a problem or situation and think abstractly to solve it.

Seniority Level: Mid‑Senior level

Employment Type: Contract

Job Function: Administrative and Customer Service

Industry: Book and Periodical Publishing

Regards
Vinay S
[e-mail]