Help Desk Analyst

Bart & Associates•Río Piedras, PR

4d•Onsite

About The Position

B&A is seeking a Help Desk Analyst to support IT customer operations in San Rita, Guam. The ideal candidate will provide professional, responsive technical support to end users, ensuring timely resolution of service requests while maintaining high standards of customer service. This role requires strong problem-solving skills, effective communication, and the ability to troubleshoot a wide range of IT issues, including end-user devices and enterprise systems, within a structured help desk environment.

Requirements

High School Diploma or equivalent required
Minimum of 2+ years of experience in an IT help desk or technical support role
Demonstrated experience working in an Information and Communication Technology (ICT) help desk environment
Strong customer service orientation with excellent interpersonal skills
Ability to clearly communicate technical concepts to non-technical users
Strong analytical, troubleshooting, and problem-solving skills
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
Familiarity with IT ticketing systems and support workflows
Ability to stay current with emerging technologies and IT trends
Physical ability to sit for extended periods and lift up to 50 pounds when necessary
Strong written and verbal communication skills in English
Reliable attendance, punctuality, and professionalism
Must be a U.S. Citizen
Ability to obtain and maintain a DoD Secret Security Clearance required

Nice To Haves

Relevant certifications such as CompTIA Security+ strongly preferred

Responsibilities

Provide Tier I/II help desk support to end users in a professional and customer-focused manner
Log, track, and manage service requests and incidents within the IT ticketing system
Troubleshoot and resolve hardware, software, and network-related issues
Support end-user devices including laptops, desktops, mobile phones, tablets, iPhones, and iPads
Maintain accurate documentation of issues, resolutions, and troubleshooting steps in call logs
Follow established procedures and workflows for incident management and service delivery
Research known issues using documentation and prior tickets to identify solutions
Escalate unresolved issues to appropriate teams as needed
Assist in maintaining and enforcing change control procedures within the support environment
Ensure timely response and resolution in accordance with SLAs and organizational standards

Benefits

Three robust individual and family medical plans to full time employees, including a Health Savings Account (HSA) option
Two tiers of dental coverage
Vision insurance
Life & AD&D insurance
Disability insurance
Accident insurance
Hospital indemnity insurance
Critical illness insurance
Paid time off
B&A sponsored trainings and certifications
Pet insurance benefits
Commuter transit benefits
Free subscription to a virtual exercise platform (NEOU)
401(k) plan with company matching contribution
The B&A Cares program: 30/60/90-day wellness check ins, personal development, financial management, and stress management seminars, and more
A formal mentorship program
Job shadowing and cross training opportunities
Brand Ambassador program
Employee Assistance Program (EAP) - Access to various support resources to include counseling, legal guidance, financial planning, and more
Monthly teambuilding events
B&A Annual Wellness Challenges: #StepWithB&A, #WalkDuringLunchWithB&A, #VolunteeringWithB&A, #ExerciseDuringLunchWithB&A, and more