Help Desk Analyst

This is a 6 month contract and Hybrid to Hyde Park, Chicago, Il.

Provide technical support in a fast‑paced corporate help desk environment, delivering high‑quality assistance for hardware, software, and connectivity needs.

• Provide customer support for desktops, laptops, email, VPN, network connectivity, hardware, and printing.
• Log and track all incidents in the problem‑tracking system, resolving 1st‑level and selected 2nd‑level issues.
• Analyze technical problems and route complex issues to appropriate backline support teams.
• Partner with backline and operations teams to prevent recurring issues and improve overall support processes.
• Deliver exceptional customer service with strong verbal and written communication skills.
• Offer technical guidance and informal training to end users on hardware and software tools.
• Troubleshoot and restore routine technical service issues by diagnosing faults using established procedures.
• Perform root‑cause analysis and develop troubleshooting checklists for recurring or common issues.
• Recommend improvements to procedures and controls to reduce future problems.
• Maintain documentation in knowledge‑base and ticketing systems to improve solution quality.
• Collaborate in a team‑oriented environment, sharing information and assisting colleagues with support cases.