IT Helpdesk Analyst I

Odyssey Systems Consulting Group, Ltd.•Lincoln, MA

19h•$50,000 - $55,000•Hybrid

About The Position

The Helpdesk Analyst serves as the organization’s front-line technical support resource, assisting end users with a wide range of hardware, software, and account-related issues. This role requires strong troubleshooting ability, exceptional customer service, and the capacity to triage and resolve incidents in a fast-paced environment. Analysts may resolve issues directly or escalate complex problems to senior IT personnel when needed.

Requirements

Must be a US citizen
Associate's Degree
0-3 years of experience
Windows and Mobile platforms
Hardware and software troubleshooting
Networking fundamentals
Ticketing systems management
A strong Helpdesk Analyst delivers high-quality support, communicates clearly, manages workload efficiently, and contributes to continuous improvements in user experience and IT service delivery. They maintain calm professionalism, demonstrate ownership of issues, and follow through until resolution.

Nice To Haves

Ability to obtain clearance
Bachelor's Degree
1-3 years of experience
CompTIA A+, Network+, Microsoft 365 Fundamentals, or MD-102.

Responsibilities

Respond to technical inquiries via phone, email, chat, remote session, or in person.
Diagnose and resolve hardware/software issues across desktops, laptops, mobile devices, printers, and peripherals.
Troubleshoot operating system errors, application issues, and network connectivity problems.
Provide professional, high-touch support to users at all levels, including VIPs.
Walk users through step-by-step resolutions to promote self-sufficiency.
Log, categorize, and prioritize all incoming support tickets using the organization’s ITSM platform.
Analyze call/ticket logs to identify recurring issues or trends.
Escalate unresolved or complex issues to Tier 2/Tier 3 teams with detailed documentation.
Perform password resets, unlock user accounts, and manage basic provisioning/deprovisioning across identity systems.
Support onboarding/offboarding workflows including device preparation and account setup.
AV support for conference rooms.
Printer support.
Install, configure, and update operating systems and approved software.
Support endpoint management tools such as Intune and Autopilot.
Maintain antivirus, security agents, and compliance-related configurations.
Create and maintain knowledge base articles, user guides, and troubleshooting documentation.
Contribute to improving helpdesk workflows and service quality.
Ensure all ticket documentation is complete, accurate, and auditable.