Help Desk Analyst

Compensation and Benefits

• Estimated Pay: $24.00/hour
• Benefits Overview:
• Comprehensive medical, dental, and vision coverage
• Company-paid life and disability insurance
• 401(k) with discretionary company match
• Paid time off and holidays
• Travel discounts and employee perks
• Employee Assistance Program (EAP)
• Professional development and learning opportunities

EEO Statement

Requirements

• Problem Solving & Critical Thinking: Approaches issues with persistence, gathers context, identifies patterns, and does not stop at the first obstacle.
• Technical Knowledge & Curiosity: Seeks to understand the root cause of issues rather than applying surface‑level fixes.
• Resource Management: Uses internal documentation, external references, team acknowledge, and escalation paths to drive effective troubleshooting.
• Security Mindfulness: Recognizes risk indicators and handles potential security incidents appropriately and promptly.
• Communication & Collaboration: Communicates clearly with users and consistently uses established team communication tools throughout the day.
• Composure & Patience: Maintains professionalism and calm when assisting frustrated or stressed users.
• Adaptability: Adjusts quickly to changing priorities, new information, and evolving situations.
• Customer Service Mindset: Ensures users have a positive support experience, demonstrating professionalism, courtesy, and a willingness to go above and beyond when appropriate.
• Organization: Manages projects and tickets effectively, ensuring multi‑step or multi‑day tasks are followed up on and set up for success.
• Attention to Detail: Identifies key details in tickets or user reports that guide accurate troubleshooting and proper procedural steps.
• Follow‑Through & Ownership: Takes responsibility for seeing tasks, tickets, and user issues through to completion, even when they require multiple steps or coordination.
• Documentation Discipline: Maintains clear, accurate, and consistent documentation across all work, supporting continuity, troubleshooting, and team visibility.