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Accentuate Staffing
Help Desk AnalystAccentuate Staffing  • Raleigh, NC, US
Help Desk Analyst

Help Desk Analyst

Accentuate Staffing • Raleigh, NC, US
30+ days ago
Job type
  • Full-time
Job description

Responsibilities:

  • 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).
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Help Desk Analyst • Raleigh, NC, US

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