Help Desk Analyst (Annapolis, MD - onsite)

Chaney Enterprises•Annapolis, MD

13h•$50,000 - $85,000•Onsite

About The Position

The Help Desk Analyst serves as the primary point of contact for all end-user technical support requests across Chaney Enterprises, providing timely and effective resolution of hardware, software, and network issues. This role is responsible for delivering high-quality customer service while maintaining accurate documentation of incidents, resolutions, and system interactions within the organization's IT service management platform. The Help Desk Analyst collaborates closely with internal IT teams to identify recurring issues, support continuous improvement initiatives, and ensure alignment between user needs and IT service delivery. This position plays a critical role in sustaining the operational efficiency and technological reliability required to support Chaney Enterprises' continued growth.

Requirements

Minimum of two years of experience in a help desk, technical support, or related IT support role.
Demonstrated experience diagnosing and resolving hardware and software issues in a professional environment.
Proficiency with IT service management tools and help desk ticketing systems.
Strong customer service orientation with the ability to communicate technical information clearly and effectively to non-technical users.
Ability to manage multiple open incidents simultaneously and prioritize workload in a fast-paced environment.
Industry experience in transportation, logistics, construction, materials handling, or a related field.

Nice To Haves

Relevant industry certifications such as CompTIA A+, ITIL Foundation, or equivalent.
Familiarity with enterprise IT environments and large-scale hardware or software deployment projects.
Demonstrated commitment to professional development and continued learning in information technology.

Responsibilities

Responds to end-user technical inquiries and support requests received via phone, email, and in-person, ensuring prompt acknowledgment and professional communication throughout the resolution process.
Diagnoses, troubleshoots, and resolves hardware, software, and network issues, escalating complex or unresolved incidents to appropriate IT personnel in accordance with established protocols.
Maintains accurate and detailed records of all user interactions, incidents, troubleshooting steps, and resolutions within the organization's help desk ticketing system.
Assists end users with software application configuration, hardware setup, and the adoption of best practices for effective and secure use of technology tools.
Monitors the status of all open support tickets, provides timely follow-up communications to affected users, and ensures incidents are resolved within defined service level expectations.
Generates and distributes reports on help desk performance metrics, ticket trends, and user satisfaction data to support informed decision-making and continuous service improvement.
Coordinates with IT infrastructure, systems, and application teams on escalated technical issues, communicating status updates clearly and facilitating efficient resolution.
Supports the deployment and rollout of new hardware and software solutions, including testing, configuration, and end-user communication as directed by IT leadership.
Develops, maintains, and distributes user-facing documentation including knowledge base articles, troubleshooting guides, and training materials to promote self-service and reduce repeat incident volume.
Conducts technology orientation and training sessions for new employees as part of the onboarding process, ensuring users are proficient with standard company systems and platforms.
Gathers and analyzes user feedback regarding help desk services, identifies recurring pain points, and recommends process improvements to enhance the overall user experience.
Assesses ongoing alignment between end-user technology needs and available IT support services, contributing to strategic planning discussions and continuous improvement efforts within the IT department.