Help Desk Analyst

Accentuate Staffing is seeking a motivated and customer-focused Level 1 Help Desk Analyst to join a leading IT support team. This role is the first point of contact for end-users seeking technical assistance and is responsible for troubleshooting basic IT issues, providing solutions or escalating issues as needed. The ideal candidate is tech-savvy, communicates effectively, and is committed to delivering excellent customer service. Responsibilities : Must have significant experience with Active Directory, SCCM, and Exchange. Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system. Troubleshoot and resolve basic hardware, software, and network issues. Log, track, and update support tickets in the help desk system. Provide support for Windows / Mac operating systems, Microsoft Office Suite, printers, and other standard IT equipment. Escalate unresolved issues to Level 2 or appropriate support teams. Follow up with users to ensure issues are resolved and provide status updates. Assist with user account administration (password resets, access permissions). Maintain knowledge base articles and documentation for common issues. Ensure adherence to IT policies, procedures, and security practices. Requirements : Associate’s or Bachelor’s degree in IT or related field preferred. Experience in IT support or a customer service-related technical role. Basic understanding of computer systems, mobile devices, and other tech products. Familiarity with help desk software (e.g., ServiceNow, Zendesk, or similar) is a plus. Strong communication and interpersonal skills. Ability to diagnose and resolve basic technical issues. Patience and the ability to remain calm in stressful situations. Willingness to learn and grow within the IT support field. Preferred Qualifications : CompTIA A+, ITIL Foundation, or similar certification. Experience with Active Directory and Office 365 administration. Knowledge of remote support tools (e.g., TeamViewer, Remote Desktop).