IT Help Desk Support

A client of Innova Solutions is immediately hiring for a Desktop Support Analyst

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Position Type : Contract-Full Time

Duration : 12+ Months

Location : Fort Collins, CO 80524   (Onsite– 5 Days in a Week)

As a(n) Desktop Support Analyst you will :

Job Description :

Deliver Tier 1 technical support to approximately 10,000 users, addressing issues such as password resets, printer malfunctions, internet issues, and basic hardware setups.

First Point of Contact for end user issues.

Manage, Distribute, and escalate helpdesk tickets as needed to other teams for action.

Follow-up with customers to ensure issues are resolved.

Troubleshoot and resolve problems related to Windows 10 / 11 and Microsoft 365 applications, ensuring smooth operations for end users.

Log and manage support tickets using a ticketing system like ManageEngine, adhering to established processes and escalation protocols.

Maintain detailed documentation of support activities and processes to ensure accuracy and efficiency.

Collaborate effectively with team members to address challenges and improve service delivery.

Offer timely solutions to basic technical issues, minimizing disruptions to business operations.

Participate in ongoing training and development to enhance technical expertise and service quality.

Experience : Requirements :

Proficiency in troubleshooting Windows 10 / 11 and Microsoft 365 applications.

Familiarity with ticketing systems such as ManageEngine, ZenDesk, or equivalent.

Strong ability to resolve printer issues, perform hardware setups, and handle password resets.

Excellent documentation skills with attention to detail.

Strong interpersonal skills and a collaborative mindset to work effectively within a team.

Basic knowledge of IT hardware and software configurations.

Proficient with Mac iOS and Microsoft Windows.

Experience with Network troubleshooting fundamentals.

Excellent Oral communication skills.

Strong customer service orientation and a proactive approach to solving problems.

Familiarity with Remote Support tools.

Preferred Skills

IT certifications such as CompTIA A+, Network+, Microsoft MCP, or similar

Knowledge of cloud platforms and SaaS applications