Help Desk Analyst

Essential Job Functions

• Deliver first-level, second-tier technical support for end-users, focusing on hardware and software for desktop computers.
• Provide technical assistance for incoming requests and issues related to computer systems, software, and hardware.
• Collaborate with IT teams to troubleshoot and resolve escalated incidents.
• Identify support needs, diagnose, and resolve hardware and software issues in collaboration with stakeholders.
• Manage all endpoint installations and configurations.
• Assist in maintaining and updating inventory of computers and related peripherals.

Skills and Knowledge

• Proficiency in working within a Microsoft Azure AD (Entra ID) environment.
• Expertise in supporting mobile device platforms, including Apple iOS and mobile applications.
• Competence in supporting MacOS and Apple devices.
• Thorough knowledge of current desktop computer operating systems, particularly Windows.

Requirements

• Bachelor's degree in computer science or a related field, industry certifications/training, or at least 3 years of experience in service desk support.
• Experience in supporting Office 365 applications and MS Intune for Endpoint Device Management.
• Proficiency in managing desktop computer systems, technical setups, business solution software, and desktop administrative applications.
• Ability to set up and configure computers and printers in a network environment.
• Understanding of PC and laptop hardware components to ensure optimal utilization and functionality.
• Skills to support desktop printers (e.g., Lexmark, Xerox, HP) and a broad range of desktop peripherals (e.g., modems, storage devices, scanners).
• Proficiency in desktop applications, particularly MS Word, Excel, PowerPoint, Outlook, desktop utility software, and desktop management tools.

Top Skills

• Excellent written and verbal communication skills.
• Ability to process complex verbal and written instructions.
• Exceptional customer service skills.

Additional Details

• Workplace Setting: Onsite #LI-Onsite
• Job Type: Contract
• Seniority Level: Associate Level
• Job Function: Information Technology

Benefits at Cook Systems

We want our employees to have benefits that support their health, financial well-being, and life outside of work. Eligible Cook Systems employees have access to a comprehensive benefits package beginning the first of the month following their hire date, including:

• Medical coverage through Blue Cross Blue Shield, with two plan options
• Dental and vision coverage
• Life, critical illness, and accident insurance through Unum
• Flexible Spending Account and Dependent Care FSA options through Navia
• Health Gap Insurance through Sun Life
• 401(k) retirement plan through The Standard, with eligibility after six months

Beyond benefits, Cook Systems is a place where we expect people to take ownership of their work, communicate openly, continue learning, and contribute to the teams and clients they support.

We have been building technology careers and client partnerships for more than three decades, and we continue to evolve with the industry. If you're looking for an opportunity to do meaningful work, develop your capabilities, and be part of what comes next in technology, we'd like to hear from you.