Help Desk Analyst

Description

We are looking for a Help Desk Analyst to support daily technical operations for a plastics manufacturing organization in Greenville, South Carolina. This Contract position focuses on delivering responsive first-line assistance, resolving common hardware, software, and connectivity issues, and ensuring employees receive timely support. The ideal candidate brings strong troubleshooting ability, clear communication skills, and a customer-focused approach in a fast-paced environment.

Responsibilities:
Serve as the first point of contact for incoming support requests by phone or ticketing system, assessing issues and providing prompt technical assistance.
Troubleshoot routine user problems involving Microsoft Windows, password access, printers, network connectivity, point-of-sale devices, and other fixed or mobile equipment.
Guide employees on the effective use of new or revised technologies through clear instruction and practical user support.
Research technical questions by consulting company documentation, vendor resources, and knowledge base articles to identify effective solutions.
Escalate incidents that require advanced diagnosis to the appropriate support tier while ensuring all relevant details are communicated clearly.
Maintain accurate service records by documenting symptoms, actions taken, troubleshooting results, and final outcomes within the ticketing system.
Monitor open cases and follow through to closure while working within established service level expectations.
Contribute to consistent service desk operations by applying help desk procedures and adapting priorities as business needs change.

Requirements

Experience providing help desk or service desk support in a detail-oriented environment.
Working knowledge of Microsoft Windows, basic troubleshooting techniques, and common end-user hardware and software issues.
Ability to manage service desk tickets effectively and deliver strong customer service over the phone and through ticketing tools.
Familiarity with supporting peripherals, printers, networking basics, and point-of-sale equipment.
Strong written and verbal communication skills with the ability to interact effectively across all levels of an organization.
Demonstrated organizational skills, attention to detail, and the ability to prioritize tasks in a fast-moving setting.
Analytical mindset with the technical aptitude to investigate problems and resolve more complex user issues.
Self-directed, adaptable, and capable of building productive working relationships with a wide range of stakeholders.

Technology Doesn't Change the World, People Do.

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