IT Help Desk Analyst — Windows & Mac Support

MassGenics, Inc.; Charlotte (NC); Híbrido; USD 40.000 - 43.000; Jornada completa

Descripción de la vacante

Innova Solutions is hiring a IT Help Desk Analyst I to provide first- and second-line technical support. The role requires resolving hardware, software, and network issues across Windows and macOS, assisting with device setup and onboarding, and maintaining documentation in our ticketing systems.

This contract-to-permanent position offers a structured environment and growth potential. The ideal candidate has 1–3 years of experience in a technical support role, strong customer service, and

Formación

• High School Diploma or equivalent required.
• 1–3 years of technical support or help desk experience.
• Solid understanding of Windows 10/11 and macOS, Microsoft 365.
• Experience with Active Directory, Exchange, VPNs, remote access tools.
• Excellent troubleshooting, analytical, and communication skills.
• Ability to multitask in a fast-paced environment.
• Strong customer service orientation and proactive problem solving.

Responsabilidades

• Provide first- and second-level technical support to users via phone, email, chat, and in-person.
• Troubleshoot hardware, software, and networking issues on Windows and macOS systems.
• Configure and install workstations, laptops, printers, mobile devices, and other IT equipment.
• Manage user accounts and permissions in Active Directory, Microsoft 365, and other systems.
• Document incidents, requests, and solutions in the ticketing system (ServiceNow, Jira, Zendesk).
• Assist with onboarding and offboarding tasks, including device setup and decommissioning.
• Monitor system performance and escalate issues to senior IT staff or vendors.
• Maintain inventory of IT assets and track assignments; support video conferencing tools.

Conocimientos

Desktop OS knowledge

Microsoft 365

Troubleshooting

Customer service

Communication

Multitasking

Educación

High School Diploma or equivalent

Herramientas

Active Directory

Exchange

VPNs

TeamViewer

RDP

ServiceNow

Jira

Zendesk

Descripción del empleo

Innova Solutions is hiring a IT Help Desk Analyst I to provide first- and second-line technical support. The role requires resolving hardware, software, and network issues across Windows and macOS, assisting with device setup and onboarding, and maintaining documentation in our ticketing systems.

This contract-to-permanent position offers a structured environment and growth potential. The ideal candidate has 1–3 years of experience in a technical support role, strong customer service, and