Help Desk Analyst

Job Title: Help Desk Associate

Location: Knoxville, TN (Onsite)
Contract Type: 1-Year Contract
Pay Rate: $40–$45/hour (W2 or 1099)
Work Authorization: Must be a U.S. Citizen
Schedule: Full-Time, Office/Project-Based

Position Overview

The Help Desk Associate provides first-line technical support and local IT services to internal users. This role supports IT infrastructure, applications, network, collaboration tools, and end-user devices. The position is hands-on, supporting both help desk operations and deskside/local infrastructure services in an onsite office environment.

Key Responsibilities

Help Desk Operations

• Provide 24x7 first-line support for IT services to internal users

• Respond to and resolve IT requests and incidents following standard operating procedures

• Troubleshoot end-user issues related to applications, hardware, network, and collaboration tools

• Document incidents, resolutions, and procedures accurately

• Provide feedback to improve processes, work instructions, and support documentation

• Assist with the rollout of new technologies, services, and security remediations

Local Infrastructure / Deskside Support

• Deploy and support end-user hardware and IT services onsite

• Diagnose and resolve hardware, software, and local infrastructure issues

• Maintain and troubleshoot desktops, laptops, peripherals, and video conferencing equipment

• Support local network and collaboration services

• Improve incident resolution times and customer service standards

• Participate in technology refreshes, upgrades, and security initiatives

IT Service Management Support

• Assist with day-to-day IT Service Management processes aligned with industry standards

• Help document procedures, data requirements, metrics, and reporting

• Support operational efficiency and adherence to IT policies and processes

Mobility & Wireless Support

• Configure, deploy, and support mobile and wireless devices (cell phones, tablets, broadband, enterprise mobility tools)

• Diagnose and resolve mobility-related issues

• Support rollout of new mobility and wireless technologies

Qualifications

• Experience providing IT help desk and deskside support in an enterprise environment

• Strong troubleshooting skills across hardware, software, and network-related issues

• Familiarity with IT service management practices and ticketing systems

• Experience supporting mobile and wireless devices

• Ability to follow documented procedures and contribute to process improvement

• Strong communication and customer service skills

• Must be a U.S. Citizen

Additional Information

• Onsite role based in Knoxville, TN

• One-year contract with hourly compensation

• W2 or 1099 engagement options available