Onsite Help Desk Analyst: End-User Support Pro

DwyerOmega; Westerville (OH); On-site; USD 30,307 - 39,950; Full time

Benefits offered by this job

Health insurance

401k matching

HSA

Paid time off

Fitness center

Tuition reimbursement

Career development

Job summary

DwyerOmega in Westerville, Ohio is seeking a Help Desk Analyst to ensure end‑user hardware, software, and applications are functional and well‑maintained. This role is fully onsite at our Westerville office, focusing on proactive support and incident management to deliver a seamless IT experience.

You will own the support process for all employees, document resolutions, assist with endpoint management, and help deploy updates and patches.

Qualifications

• 1-3+ years of work experience in a customer‑report role in an IT environment.
• Excellent customer service, interpersonal, and organizational skills.
• Ability to lift up to 25 lbs. manually on occasion.
• Associate's degree in Computer Science or related discipline preferred.
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) preferred.
• Salary Description: $22-$29 per hour

Responsibilities

• Provide friendly and positive end‑user support.
• Own the technical support process for all employees.
• Identify opportunities for improvement and execute projects with approval.
• Proactively monitor hardware and software for issues that need resolutions.
• Root cause resolution for all end‑user issues.
• Manage and document help desk procedures, end‑user resolutions, and/or any support issue.
• Implement, manage and maintain Endpoint Management processes for all connected IT resources.
• Manage documentation, audits, and reports.
• Manage end‑user training to minimize support issues, increase productivity, increase user knowledge.
• Manage new user training, setup and support.
• Manage and take ownership of all interactions, utilize appropriate follow‑through, providing timely feedback for all.
• Participate in planning and deployment of new/upgraded products and or special projects as required.

Skills

Customer service

Interpersonal skills

Organizational skills

IT support

Education

Associate's degree in Computer Science or related discipline

Tools

Job description

DwyerOmega in Westerville, Ohio is seeking a Help Desk Analyst to ensure end‑user hardware, software, and applications are functional and well‑maintained. This role is fully onsite at our Westerville office, focusing on proactive support and incident management to deliver a seamless IT experience.

You will own the support process for all employees, document resolutions, assist with endpoint management, and help deploy updates and patches.