Support Desk Analyst

Impulse Strategic Solutions; Tampa (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Impulse Strategic Solutions in Tampa, FL is seeking a Help Desk Representative to be the first point of contact for end users seeking technical assistance. You will provide timely, accurate, and customer-focused support for IT incidents and service requests, including hardware, software, and basic network issues, while following SLAs.

The role requires strong communication, problem solving, and documentation skills, with escalation to Tier 2/3 when needed.

Qualifications

• 1–3 years of experience in a help desk, service desk, or technical support role.
• Basic knowledge of Windows and/or macOS operating systems.
• Familiarity with common IT tools, ticketing systems (ServiceNow, Remedy, Cherwell, Zendesk, etc.), and remote support software.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills.
• Customer-service mindset with attention to detail.

Responsibilities

• Receive and respond to help desk requests via phone, email, chat, or ticketing system.
• Diagnose and resolve Tier 1 technical issues related to desktops, laptops, printers, peripherals, and standard business applications.
• Perform password resets, account unlocks, and access troubleshooting.
• Escalate unresolved or complex issues to Tier 2/3 support teams following defined procedures.
• Provide professional, courteous, and empathetic support to all users.
• Clearly communicate issue status, resolution steps, and expected timelines.
• Maintain a calm and helpful demeanor in high-pressure or time-sensitive situations.
• Troubleshoot operating system issues (Windows/macOS), basic networking (Wi-Fi, VPN, connectivity), and common software problems.
• Support email, collaboration tools, and remote access technologies.
• Assist with device setup, onboarding, and basic configuration tasks.
• Accurately document all incidents, requests, troubleshooting steps, and resolutions in the ticketing system.

Skills

Windows

macOS

Ticketing systems

Remote support

Customer service

Troubleshooting

Communication

Tools

ServiceNow

Remedy

Cherwell

Zendesk

Job description

Tampa, United States | Posted on 05/08/2026

The Help Desk Representative serves as the first point of contact for end users seeking technical assistance. This role is responsible for providing timely, accurate, and customer-focused support for IT-related incidents and service requests, including hardware, software, application access, and basic network connectivity issues. The Help Desk Representative plays a critical role in maintaining productivity, minimizing downtime, and delivering a positive end-user experience while adhering to established SLAs, policies, and procedures.

Key Responsibilities

Receive and respond to help desk requests via phone, email, chat, or ticketing system.

Diagnose and resolve Tier 1 technical issues related to desktops, laptops, printers, peripherals, and standard business applications.

Perform password resets, account unlocks, and access troubleshooting.

Escalate unresolved or complex issues to Tier 2/3 support teams following defined procedures.

2. Customer Service & Communication

Provide professional, courteous, and empathetic support to all users.

Clearly communicate issue status, resolution steps, and expected timelines.

Maintain a calm and helpful demeanor in high-pressure or time-sensitive situations.

3. Technical Troubleshooting

Troubleshoot operating system issues (Windows/macOS), basic networking (Wi-Fi, VPN, connectivity), and common software problems.

Support email, collaboration tools, and remote access technologies.

Assist with device setup, onboarding, and basic configuration tasks.

4. Ticket Documentation & Quality

Accurately document all incidents, requests, troubleshooting steps, and resolutions in the ticketing system.

Ensure tickets meet quality standards for completeness and clarity.

Identify recurring issues and contribute to knowledge base articles or process improvements.

5. Compliance & Security Awareness

Follow organizational security policies and best practices.

Handle user credentials and sensitive information appropriately.

Comply with applicable regulatory requirements (e.g., HIPAA in healthcare environments).

Requirements

Required Skills & Qualifications

1–3 years of experience in a help desk, service desk, or technical support role.

Basic knowledge of Windows and/or macOS operating systems.

Familiarity with common IT tools, ticketing systems (ServiceNow, Remedy, Cherwell, Zendesk, etc.), and remote support software.

Strong problem-solving and troubleshooting skills.

Excellent verbal and written communication skills.

Customer-service mindset with attention to detail.

Preferred Qualifications

Experience supporting healthcare, enterprise, or managed services environments.

Familiarity with ITIL concepts and SLA-driven support models.

Exposure to EHR systems, business applications, or cloud-based tools.

Performance Expectations

Meet or exceed SLA targets for response and resolution times.

Maintain high ticket documentation accuracy and quality.

Achieve positive customer satisfaction scores.

Demonstrate reliability, professionalism, and continuous improvement.

Impulse Strategic Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, protected veteran, disabled status, or genetic information. In addition to federal law requirements, Impulse Strategic Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has employees.