IT Helpdesk Analyst I
Odyssey Systems Consulting Group · Wakefield, MA, United States ·
COMPENSATION
€•• – ••k
Listed on WeAreDevelopers
- US citizenship required
- 0-3 years experience
- Associate's degree
- Windows & Mobile support
- Ticket management
This Helpdesk Analyst position serves as the primary technical support resource for the organization. You will diagnose and resolve incidents across desktops, laptops, and mobile devices while managing tickets and supporting user onboarding.
What you'll do
- Respond to technical inquiries via phone, email, chat, or in person
- Diagnose hardware and software issues on desktops and mobile devices
- Log, categorize, and prioritize support tickets in the ITSM platform
- Escalate complex unresolved issues to Tier 2 or Tier 3 teams
- Manage password resets and basic account provisioning tasks
- Support onboarding workflows including device preparation
- Install and configure operating systems and approved software
- Create and maintain knowledge base articles and user guides
What you'll need
- Must be a US citizen
- Associate's Degree required
- 0 to 3 years of relevant experience
- Knowledge of Windows and Mobile platforms
- Ability to troubleshoot hardware and software issues
- Understanding of networking fundamentals
- Experience with ticketing systems management
Nice to have
- Bachelor's Degree
- 1 to 3 years of experience
- CompTIA A+ certification
- Network+ certification
- Microsoft 365 Fundamentals certification
- MD-102 certification
- Ability to obtain security clearance
Stack
- Microsoft Windows
- Microsoft InTune
- Issue Tracking Systems
- Networking Basics