Help Desk Analyst I - Hybrid, Indianapolis
Overview
You will serve as the first point of contact for internal employees, resolving technical issues across Windows 10, Microsoft Office 365, and Active Directory in a Fortune 50 healthcare environment. You will handle an average of 40-60 tickets per day, triaging and escalating complex problems to Tier II and III teams. The role sits within a 15-person service desk supporting 8,000 end users, with a hybrid schedule requiring one day per week onsite in Indianapolis. You will gain exposure to enterprise ticketing systems and ITIL processes, with potential for extension beyond the initial 6-month contract.
What You'll Do8
- 1Resolve Windows 10 and Microsoft Office 365 issues for end users via phone, email, and chat, achieving first-call resolution for 70% of contacts
- 2Troubleshoot Active Directory account lockouts, password resets, and group membership assignments within the first 30 days
- 3Document every interaction in the enterprise ticketing system, following ITIL incident management procedures
- 4Escalate complex hardware or network problems to Tier II support, providing detailed notes and steps already taken
- 5Guide users through remote desktop sessions using SCCM and Remote Desktop Tools to resolve software and connectivity issues
- 6Identify recurring problems and propose knowledge base articles to reduce repeat tickets by 15% in the first quarter
- 7Participate in weekly team huddles to discuss metrics like average handle time and customer satisfaction scores
- 8Support mobile device management for iOS and Android devices, including email configuration and VPN access
Requirements9
- 11+ years of experience in a help desk or technical support role, preferably in a corporate environment
- 2Hands-on experience with Windows 10 and Microsoft Office 365 troubleshooting
- 3Working knowledge of Active Directory (user administration, password resets, group policies)
- 4Familiarity with ticketing systems such as ServiceNow or Remedy
- 5Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users
- 6High school diploma or equivalent; CompTIA A+ certification is a plus
- 7Ability to work a hybrid schedule with one day per week onsite in Indianapolis, IN
- 8Must be authorized to work in the USA without requiring sponsorship
- 9W2 candidates only
Salary Insight
$25 - $30k per year
Location
Required Skills
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