Help Desk Analyst

FirstHealth of the Carolinas, Inc. • Pinehurst, NC

1d

About The Position

The Help Desk Analyst receives and triages incoming support calls, logs service requests, system issues, and resolutions in the Helpdesk database, and serves as the primary contact for end-user questions and system-related issues. The role responds to requests involving software, hardware, and network issues, including resetting passwords and granting user access privileges. It also provides assistance with daily computer operations.

This is a system-critical position with 24/7 coverage, including holidays, weekends, and inclement weather. Analysts are generally assigned to a specific shift and may work alone, after hours, and on weekends depending on the assigned shift or critical need. Full-time day-shift positions may be considered for hybrid remote work based on primary location.

Requirements

• High school diploma required.
• General computer and systems knowledge required.

Nice To Haves

• Associate degree in Information Technology, Computer Science, or equivalent experience.
• CompTIA A+, Security+, Network+, or CCNA certification.
• Current enrollment in an information technology curriculum.
• At least one year of experience in a customer service, help desk, or data center environment.
• Experience with service desk systems, Windows, Microsoft Office tools, virtual computing, and/or enterprise environments.

Responsibilities

• Receive and triage incoming support calls.
• Log service requests, system issues, and subsequent resolutions in the Helpdesk database.
• Serve as the primary contact for end-user questions and system-related issues.
• Respond to end-user service requests involving software, hardware, and network issues.
• Reset user passwords and grant user access privileges.
• Assist with daily computer operations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED