IT Helpdesk Analyst

Position Summary

The IT Helpdesk Analyst serves as the primary point of contact for end users requiring technical assistance. This role provides prompt, high-quality support for hardware, software, mobile devices, and basic network issues. The Analyst is responsible for diagnosing and resolving technical problems, managing helpdesk tickets, supporting Microsoft 365 and related platforms, and ensuring a positive customer service experience while maintaining system reliability, security, and documentation.

Key Responsibilities

End User Support & Service Desk

• Serve as the main point of contact for IT support requests via phone, email, ticketing system, remote tools, and in person
• Monitor, prioritize, document, and resolve helpdesk tickets in a timely and professional manner
• Build rapport with users and communicate clearly throughout the resolution process
• Escalate complex or unresolved issues when necessary
• Perform post-resolution follow-ups and analyze recurring issues

Technical Support & Systems

Asset, Security & Documentation

Required Qualifications

Preferred Qualifications

Working Conditions & Physical Requirements

Office-based role with occasional travel to other offices or job sites. After-hours or on-call support may be required. Ability to perform hands-on technical work and spend extended periods working at a computer.

Traylor Bros., Inc. is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, veteran status, sex, sexual orientation, gender identity, age, genetic information, pregnancy, disability, protected activity, or other non-merit factors.