Support Desk Analyst

Impulse Strategic Solutions • Tampa, FL

7h

About The Position

The Help Desk Representative serves as the first point of contact for end users seeking technical assistance. This role is responsible for providing timely, accurate, and customer -focused support for IT -related incidents and service requests, including hardware, software, application access, and basic network connectivity issues. The Help Desk Representative plays a critical role in maintaining productivity, minimizing downtime, and delivering a positive end -user experience while adhering to established SLAs, policies, and procedures.

Requirements

• 1–3 years of experience in a help desk, service desk, or technical support role.
• Basic knowledge of Windows and/or macOS operating systems.
• Familiarity with common IT tools, ticketing systems (ServiceNow, Remedy, Cherwell, Zendesk, etc.), and remote support software.
• Strong problem -solving and troubleshooting skills.
• Excellent verbal and written communication skills.
• Customer -service mindset with attention to detail.

Nice To Haves

• Experience supporting healthcare, enterprise, or managed services environments.
• Familiarity with ITIL concepts and SLA -driven support models.
• Exposure to EHR systems, business applications, or cloud -based tools.

Responsibilities

• Receive and respond to help desk requests via phone, email, chat, or ticketing system.
• Diagnose and resolve Tier 1 technical issues related to desktops, laptops, printers, peripherals, and standard business applications.
• Perform password resets, account unlocks, and access troubleshooting.
• Escalate unresolved or complex issues to Tier 2/3 support teams following defined procedures.
• Provide professional, courteous, and empathetic support to all users.
• Clearly communicate issue status, resolution steps, and expected timelines.
• Maintain a calm and helpful demeanor in high -pressure or time -sensitive situations.
• Troubleshoot operating system issues (Windows/macOS), basic networking (Wi -Fi, VPN, connectivity), and common software problems.
• Support email, collaboration tools, and remote access technologies.
• Assist with device setup, onboarding, and basic configuration tasks.
• Accurately document all incidents, requests, troubleshooting steps, and resolutions in the ticketing system.
• Ensure tickets meet quality standards for completeness and clarity.
• Identify recurring issues and contribute to knowledge base articles or process improvements.
• Follow organizational security policies and best practices.
• Handle user credentials and sensitive information appropriately.
• Comply with applicable regulatory requirements (e.g., HIPAA in healthcare environments).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed