Sr. Help Desk Analyst
About Our ClientThe organization is a leading environmental services provider in North America, specializing in water, waste, and energy management. It addresses environmental sustainability challenges through comprehensive services including water and wastewater treatment, hazardous waste management, and energy consulting. Serving commercial, industrial, healthcare, education, and municipal customers, the organization operates across more than 350 locations with a workforce of over 10,000 employees.About the OpportunityThe Senior Helpdesk Analyst serves as a key technical support resource across the organization’s business units. This role acts as a primary point of contact for resolving IT issues and service requests, delivering timely and effective technical assistance across multiple support channels. The position contributes to operational efficiency by maintaining strong service standards, supporting end users, and helping ensure reliable technology infrastructure.Responsibilities• Provide prompt, high-quality IT support through multiple channels, targeting an 80% first-contact resolution rate.• Troubleshoot and resolve issues involving hardware, operating systems, and approved business applications.• Implement software and hardware updates in accordance with Desktop team standards and procedures.• Maintain and update technical support documentation using Confluence and ServiceNow.• Monitor and report recurring support trends and issues to the IT Operations Manager.• Research, evaluate, and test new technologies as assigned.• Travel occasionally to offsite locations to support projects, implementations, or emergency technical needs.• Perform laptop and desktop imaging and support local hardware rollouts.• Configure, troubleshoot, and support iPhone, iPad, and Android devices.• Provide remote assistance and technical guidance to end users.• Support device deployments and ensure systems remain aligned with organizational standards.Requirements• Associate’s or Bachelor’s degree with at least two years of related experience, five years of related experience, or an equivalent combination of education and experience.• Proficiency with Windows 10/11 and legacy Windows operating systems.• Advanced knowledge of Microsoft Office applications, including Outlook, SharePoint, and Teams.• Working knowledge of Google Workspace applications.• Experience managing Windows Active Directory environments.• Familiarity with iOS and Android device configuration and mobile device management (MDM) enrollment.• Understanding of LAN/WAN network topology and basic network troubleshooting.• Proficiency with helpdesk and desktop support tools such as remote assistance, ServiceNow, Dameware, SCCM, and PC imaging platforms.• Strong verbal and written communication skills with the ability to interact effectively across all organizational levels.• Customer-service-oriented approach with strong troubleshooting and problem-solving abilities.• Ability to multitask, prioritize competing requests, and maintain accuracy in a fast-paced environment.• Ability to work under pressure with minimal supervision.• Ability to lift up to 80 pounds with assistance or 40 pounds without assistance.• Reliable internet connection and a quiet, professional environment for remote work.Pay Range and Compensation Package• Annual pay range of $85,000–$100,000.Benefits & Perks• Paid time off programs.• Health, dental, and vision insurance.• Life insurance.• Savings account options.• Tuition reimbursement.• Paid volunteer opportunities.• Employer-sponsored 401(k) plan.Equal Opportunity StatementOur client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.