Position Details

Type Contract

Experience entry

Exp. Years Not specified

Education Not specified

Category IT Support & Helpdesk

About this role

Help Desk Analyst needed for a long-term contract in Jacksonville, FL, providing first-level technical support for IT incidents and service requests. The role supports endpoint devices (Apple and PC systems), monitors end-user services tools, communicates with users, and escalates complex issues when needed.

Key Responsibilities

Provide first-level technical support for IT incidents and service requests submitted to the Service Desk
Escalate complex issues to appropriate teams
Maintain and support endpoint devices (Apple and PC systems)
Monitor and maintain tools and applications for IT End User Services
Communicate effectively with end users and team members on updates and resolutions

Technical Overview

This is an end-user computing support role focused on Service Desk operations: managing IT incidents and service requests, supporting endpoint deployments and functionality for Apple and PC systems, and maintaining tools used for IT End User Services. Technical depth is oriented toward troubleshooting and escalation rather than systems engineering.

Ideal Candidate

The ideal candidate is an entry-level IT support professional experienced in first-level support through a Service Desk, handling IT incidents and service requests. They are comfortable supporting both Apple and PC endpoint devices, monitoring end-user services tools, and communicating clearly with users while escalating complex issues as needed.

Must-Have Skills

Provide first-level technical support by addressing and resolving IT incidents and service requests submitted to the Service DeskEscalate complex issues to appropriate teams to ensure timely and effective resolutionMaintain and support endpoint devicesincluding Apple and PC systemsMonitor and maintain tools and applications used for IT End User ServicesCommunicate effectively with end users and team members to provide updates and ensure clarity regarding ongoing work and resolutions

Nice-to-Have Skills

Participate in initiatives that enhance IT service deliveryStay informed about emerging technologiesBuild and maintain strong relationships with internal and external stakeholders

Tools & Platforms

Service DeskIT End User Services tools

Required Skills

first-level technical supportIT incidentsservice requestsService Deskescalationendpoint devices supportApplePC systemsendpoint deploymentIT service managementend user computing systems supportmonitor and maintain tools and applicationsprocess improvementcommunication

Hard Skills

First-level technical supportIT incidentsService requestsService Desk ticket handlingEscalation of complex issuesEndpoint device supportApple devices supportPC systems supportEndpoint deployment and functionalityIT service managementEnd User Services tools and applications monitoringTroubleshooting end-user computing systemsProcess improvement for IT support

Soft Skills

Customer serviceEffective communication with end usersTeam collaborationClarity in status updatesStakeholder relationship buildingContinuous improvement mindset

Industry & Role

Industry Consulting

Job Function Deliver first-level Service Desk support for end-user computing issues and coordinate escalations for complex problems

Role Subtype Service Desk Analyst

Keywords for Your Resume

Help Desk AnalystHelp DeskIT supporttechnical supportService Deskservice requestsIT incidentsescalateendpoint devicesApplePC systemsendpoint supportend user computingend user supportIT End User Servicesservice-orientedprocess improvementbest practicestroubleshootingcommunicationlong-term contractescalation

Deal Breakers

Must be able to work on-site in Jacksonville, FL, Must have experience handling IT incidents and service requests through a Service Desk, Must have endpoint support experience with Apple devices and PC systems

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