Help Desk Analyst

Job Title:Help Desk Analyst

Location: Pascagoula, MS

Position Overview:The Help Desk Analyst is responsible for providing technical support and assistance to end-users regarding computer systems, hardware, software, and network-related issues. This role involves installing, configuring, troubleshooting, and maintaining desktop environments in a business setting. The technician ensures minimal downtime and optimal performance of all end-user workstations and peripherals.

Key Responsibilities:

• Technical Support:




• Respond to user-reported issues via ticketing systems, phone, email, or in person.
• Diagnose and resolve hardware, software, and peripheral issues.
• Provide support for operating systems (Windows, macOS, Linux), productivity software, and custom enterprise applications.
• Document issues, troubleshooting steps, and resolutions accurately.




• Installation & Configuration:




• Set up and deploy new workstations, laptops, and other IT equipment.
• Install and configure software, drivers, and system updates.
• Join systems to domains, apply group policies, and ensure compliance with IT standards.




• Maintenance & Upkeep:




• Perform routine maintenance on desktops and laptops (e.g., updates, cleanups).
• Manage antivirus and endpoint protection tools.
• Monitor performance and proactively address potential issues.




• User Support & Training:




• Provide basic user training on hardware/software use and IT best practices.
• Assist users with account setup, password resets, and access permissions.




• Asset & Inventory Management:




• Track hardware and software inventory using asset management tools.
• Maintain accurate records of assigned equipment and software licenses.




• Network & Connectivity Support:




• Assist with troubleshooting LAN, WAN, and VPN connectivity issues.
• Support printer and network resource configuration.
• Coordinate with network administrators or other IT staff for complex issues.




• Security & Compliance:




• Adhere to IT security policies and procedures.
• Escalate suspicious activity or security incidents to appropriate teams.

Experience:

• 1-3 years of experience in a desktop support, helpdesk, or similar IT role.
• Experience with enterprise IT environments and support tools.
• Associate's or Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
• Industry certifications such asCompTIA A+,Network+,Microsoft Certified: Modern Desktop Administrator, orApple Certified Support Professionalare a plus.

Skills and Abilities:

• Proficiency in supporting Windows systems.
• Familiarity with Active Directory, Microsoft Exchange, and Office 365.
• Knowledge of networking basics: IP, DNS, DHCP, VPN.
• Hands-on experience with remote support tools (e.g., TeamViewer, Remote Desktop, SCCM, JAMF).
• Understanding of ITIL practices and ticketing systems (e.g., ServiceDesk Plus, Zendesk, Jira).
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication.
• Ability to work independently and within a team.
• Strong customer service orientation.
• Detail-oriented and organized.

Bollinger is an equal opportunity employer and is committed to providing employment opportunities to minorities, females, veterans and disabled individuals, and without regard to sexual orientation and gender identity