IT Analyst - Help Desk and Desktop Support

PangeaTwo; Moody (AL); On-site; USD 42,000 - 60,000; Full time

Job summary

PangeaTwo in Birmingham, AL is seeking an IT Analyst to deliver hands-on help desk and desktop support across the organization. You will troubleshoot hardware, software, and connectivity issues, set up computers for new hires, and maintain user accounts with prompt, clear communication.

The ideal candidate has 2+ years in IT support, strong customer service, and the ability to work independently while prioritizing tickets based on business impact. This is a full-time on-site role.

Qualifications

• 2+ years in an IT help desk, desktop support, or similar role.
• Experience troubleshooting hardware, software, networking, and end-user issues.
• Hands-on experience setting up and configuring IT equipment.
• Strong knowledge of Windows operating systems and Microsoft 365.
• Excellent customer service and interpersonal skills.
• Ability to communicate technical information clearly to diverse users.
• Great troubleshooting and problem-solving abilities.
• A strong sense of urgency and ability to prioritize issues by impact.
• Ability to manage multiple tickets while maintaining service quality.
• Self-motivated, dependable, and able to work independently.
• Strong organizational skills and attention to detail.

Responsibilities

• Provide first- and second-level technical support to end users via phone, email, Teams, and in person.
• Troubleshoot hardware, software, connectivity, and desktop technology issues.
• Set up, configure, and deploy new computers and peripherals.
• Prepare equipment and accounts for new hires and onboarding.
• Install and configure software and applications.
• Troubleshoot Windows, Microsoft 365, printers, and mobile devices.
• Create and maintain user accounts and access as needed.
• Track, document, and prioritize help desk tickets through resolution.
• Escalate complex issues to IT teams or vendors.
• Assist with hardware replacements, moves, and tech refresh projects.
• Maintain inventory of IT assets.
• Provide clear, professional communication on ticket status and resolution.
• Assist with IT projects and security procedures as needed.

Skills

Customer service mindset

Strong communication

Troubleshooting

Prioritization

Independence

Tools

Windows OS

Microsoft 365

Job description

IT Analyst - Help Desk and Desktop Support

IT Analyst – Help Desk & Desktop Support

Location: Birmingham, AL
Job Type: Full-Time

Our client is seeking an IT Analyst to join their team and provide hands‑on technical support to employees across the organization. This position is ideal for someone who enjoys troubleshooting, working directly with people, and making sure technology issues are resolved quickly and efficiently.

The right candidate will have a strong customer service mindset, excellent communication skills, and a genuine sense of urgency when responding to technical issues. This is a hands‑on role that will include both help desk support and setting up computers and equipment for new and existing employees.

Responsibilities

• Provide first- and second-level technical support to end users via phone, email, Teams, and in person.
• Troubleshoot hardware, software, connectivity, and general desktop technology issues.
• Set up, configure, and deploy new computers, laptops, monitors, peripherals, and other IT equipment.
• Prepare equipment and accounts for new hires and assist with employee onboarding.
• Install and configure software and applications.
• Troubleshoot Windows, Microsoft 365, printers, mobile devices, and other common business applications.
• Create, update, and maintain user accounts and access as needed.
• Track, document, and prioritize help desk tickets through resolution.
• Escalate more complex technical issues to the appropriate IT team members or vendors.
• Assist with hardware replacements, upgrades, moves, and technology refresh projects.
• Maintain accurate inventory of computers, peripherals, and other IT assets.
• Provide clear, professional communication to users regarding the status and resolution of their issues.
• Assist with IT projects, system implementations, and other technology initiatives as needed.
• Follow established security, data protection, and IT support procedures.

What We’re Looking For

• 2+ years of experience in an IT help desk, desktop support, IT analyst, or similar technical support role.
• Experience troubleshooting hardware, software, networking, and end‑user technology issues.
• Hands‑on experience setting up and configuring computers and other IT equipment.
• Strong knowledge of Windows operating systems and Microsoft 365.
• Excellent customer service and interpersonal skills.
• Ability to communicate technical information clearly to both technical and non‑technical users.
• Strong troubleshooting and problem‑solving abilities.
• A strong sense of urgency and ability to prioritize issues based on business impact.
• Ability to manage multiple tickets and requests while maintaining a high level of customer service.
• Self‑motivated, dependable, and comfortable working independently.
• Strong organizational skills and attention to detail.

The Ideal Candidate

We're looking for someone who understands that IT support is as much about customer service as it is technology. The ideal candidate doesn't simply fix the problem—they communicate with the user, take ownership of the issue, follow through, and make sure the employee knows what to expect.

If you're someone who responds quickly, enjoys helping people, can troubleshoot under pressure, and takes pride in providing a great end‑user experience, we'd love to hear from you.

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