IT Help Desk Analyst
NPAworldwide, Charlotte, NC, United States
A respected defense industry organization is conducting a
confidential search
for a
IT Help Desk Analyst
to provide first-line technical support in a fast-paced, high-volume environment. This role offers hybrid flexibility and the opportunity to work with enterprise-level systems supporting defense-related clients.
Key Responsibilities
Serve as the first point of contact for users via phone, handling a high volume of inbound support calls. Provide initial troubleshooting for hardware, software, network, and account-related issues. Log, track, and update tickets in the IT service management (ITSM) system with accurate documentation. Escalate complex or unresolved issues to Level 2/3 support teams following established procedures. Assist users with password resets, account access, and basic application support. Deliver exceptional customer service by explaining technical information clearly and professionally. Follow standard operating procedures and contribute to internal knowledge base updates.
confidential search
for a
IT Help Desk Analyst
to provide first-line technical support in a fast-paced, high-volume environment. This role offers hybrid flexibility and the opportunity to work with enterprise-level systems supporting defense-related clients.
Key Responsibilities
Serve as the first point of contact for users via phone, handling a high volume of inbound support calls. Provide initial troubleshooting for hardware, software, network, and account-related issues. Log, track, and update tickets in the IT service management (ITSM) system with accurate documentation. Escalate complex or unresolved issues to Level 2/3 support teams following established procedures. Assist users with password resets, account access, and basic application support. Deliver exceptional customer service by explaining technical information clearly and professionally. Follow standard operating procedures and contribute to internal knowledge base updates.