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Helpdesk Support Analyst - Level 1/2

Date Posted: 1/14/2025

Job #1668634
Contract
Bloomington, Indiana

Title: Helpdesk Support Analyst 

Location: Bloomington, IN  

Client Industry: Life Sciences 

Compensation: $25 - $35/hr.  

We have partnered with our client in their search for a dedicated Level 1/Level 2 Helpdesk Support professional for a 3+ month contract with the potential for extension. The ideal candidate will be responsible for providing front-line and escalated technical support across hardware, software, and network-related issues. This role requires hands-on experience configuring and troubleshooting laptops, mobile phones, and various applications while ensuring a positive end-user experience. You will work closely with the IT team to document incidents, maintain hardware, and resolve technical tickets in a timely manner.

Responsibilities

  • Provide Level 1/Level 2 Support: Assist end-users with day-to-day technical issues, including account setups, password resets, software installations, and troubleshooting hardware problems.
  • Hardware & Equipment Management: Configure, maintain, and troubleshoot laptops, mobile phones, and other devices for employees.
  • Ticket Management & Documentation: Utilize ServiceNow (or comparable ticketing systems) to receive, track, and update support requests, ensuring timely resolution and thorough documentation.
  • Application Support: Provide user support for business applications such as Viva, Trackwise, Maximo, VMware, and other specialized systems.
  • Phone Configuration & Support: Setup and troubleshoot desk phones, VoIP systems, and mobile phone issues.
  • End-User Training: Offer basic training to end-users on software, hardware usage, and best practices to prevent reoccurring issues.
  • Security & Authentication: Support authentication and security-related tasks, including MFA setup and resolving access issues.
  • Collaboration & Escalation: Collaborate with higher-level support and other IT teams as necessary to escalate and resolve complex issues.

Skills Required

  • Technical Proficiency:

    • Experience with ServiceNow or similar service management platforms.
    • Familiarity with authentication protocols (e.g., MFA, VPN, SSO).
    • Hands-on experience with configuration and troubleshooting of laptops, mobile devices, and phones.
    • Working knowledge of VMware and related virtualization technologies.
    • Exposure to specialized software such as Viva, Trackwise, and Maximo is highly desirable.

  • Troubleshooting & Problem-Solving:

    • Strong analytical skills to diagnose and resolve hardware and software issues efficiently.
    • Ability to prioritize and handle multiple tasks in a fast-paced environment.

  • Communication & Customer Service:

    • Excellent verbal and written communication skills.
    • Ability to interact with technical and non-technical users in a professional and friendly manner.

  • Teamwork & Initiative:

    • Self-starter who can work independently and collaboratively within a team.
    • Proven track record of taking initiative to identify and solve problems.

Education & Work Experience

  • Education:

    • Associate degree or higher in Computer Science, Information Technology, or a related field (or equivalent experience).

  • Work Experience:

    • 1+ year of experience in a Helpdesk Support or similar IT support role.
    • Demonstrated experience with Level 1/Level 2 support in a corporate environment.
    • Experience with hardware configuration, software installation, and troubleshooting various operating systems (Windows, macOS).

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