IT Helpdesk Analyst

Sterling Boiler & Mechanical•Washougal, WA

About The Position

IT Helpdesk Analyst Opportunity with Traylor Bros., Inc! Traylor Bros., Inc. is a highly-respected heavy civil construction company working on some of the biggest, most technically challenging bridge, marine, and underground jobs in North America. William F. Traylor founded Traylor Bros. in 1946, finding success by taking on - and succeeding with - extremely challenging projects. His combination of honesty, courage and innovative abilities are the traits that embody the firm to this day. What makes us different? Our Mission is to excel at constructing complex infrastructure safer, better, and faster by engaging the entrepreneurial and innovative spirit of our team members and providing a limitless opportunity for personal and professional growth in a close-knit and collaborative organization. Our Core Values: Safety. We are committed to providing a safe work environment. This is always our priority. People. Our talented team is our greatest asset. We provide opportunity, reward performance, and support a positive and balanced work environment. Innovation. We have the ability to engineer creative solutions to overcome any obstacle. Ethics. We are honest and ethical in all our business dealings. Communication. We encourage open and honest communication throughout our organization. Community. We add value to our industry and the communities in which we work. Position Summary The IT Helpdesk Analyst serves as the primary point of contact for end users requiring technical assistance. This role provides prompt, high-quality support for hardware, software, mobile devices, and basic network issues. The Analyst is responsible for diagnosing and resolving technical problems, managing helpdesk tickets, supporting Microsoft 365 and related platforms, and ensuring a positive customer service experience while maintaining system reliability, security, and documentation.

Requirements

Associate's degree in IT or equivalent experience
2-5 years of IT helpdesk or desktop support experience
Strong knowledge of Microsoft Windows and Microsoft 365
Experience with ticketing systems and remote support tools
Basic networking knowledge
Strong troubleshooting and customer service skills
Self-motivated

Nice To Haves

Bachelor's degree and/or IT certifications
Experience with Active Directory, Entra AD, and Windows Server
Endpoint management tools such as Microsoft Intune
Microsoft SharePoint, Dynamics 365, or Power Platform experience
Virtualization or networking hardware experience
Call center or customer service background

Responsibilities

Serve as the main point of contact for IT support requests via phone, email, ticketing system, remote tools, and in person
Monitor, prioritize, document, and resolve helpdesk tickets in a timely and professional manner
Build rapport with users and communicate clearly throughout the resolution process
Escalate complex or unresolved issues when necessary
Perform post-resolution follow-ups and analyze recurring issues
Diagnose and resolve hardware, software, and peripheral issues
Provide hands-on desktop support including installations, imaging, and configurations
Support Microsoft Windows and Microsoft 365 environments
Manage user accounts and permissions via Active Directory and Entra AD
Deploy and support PCs, laptops, iPhones, iPads, and peripherals
Perform basic network troubleshooting
Maintain and troubleshoot audio-visual equipment
Maintain and troubleshoot Apple mobile devices
Maintain hardware and software inventory and licensing
Coordinate hardware warranty repairs and vendor support
Follow IT security policies and maintain confidentiality
Create and maintain documentation, help sheets, and FAQs
Assist with IT projects and technology deployments