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Help Desk Support Analyst Jobs (NOW HIRING)

Essnova Solutions, Inc.

Help Desk Support

Washington, DC · On-site

$23.25 - $31.75/hr

The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates ... Analyze recurring issues and trends to proactively identify systemic problems and recommend ...

Essnova Solutions, Inc.

Help Desk Support

Washington, DC · On-site

$23.25 - $31.75/hr

The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates ... Analyze recurring issues and trends to proactively identify systemic problems and recommend ...

US IT Solutions Inc

Help Desk Support

Denver, CO · On-site

$21 - $28.75/hr

Help Desk Support * Location: Denver, CO Short Description: Seeking a Helpdesk Analyst who will be responsible for assisting in the day-to-day activities surrounding break-fix activities.

Agile Defense

$19.50 - $26.75/hr

Cyber Center Help Desk Support Analyst Location: Fort Huachuca, AZ Clearance Level: Secret, Must Have Clearance to Start * First point of contact for Tier 2 requests that are escalated to the Global ...

Ask IT consulting

Help Desk Support

Des Moines, IA

$19.50 - $26.25/hr

The Help Desk Support (HDS) resource provides technical assistance support over the phone and advice to end users for hardware, software and systems. Complete Description: Short Description: Perform ...

TEKsystems

Help Desk Support

Olathe, KS

$17.32 - $18.95/hr

The help desk technician is the first line of support for the service desk and is responsible for first call resolution and appropriate escalation of tickets that can not be resolved at the help desk ...

STI

Help Desk Support

Indianapolis, IN · On-site

$19.50 - $26.75/hr

Prioritize and plan work activities, analyze andtroubleshoot customer inquiries regarding software ... help desk support Highly desired 0

Zones LLC.

Help Desk Analyst L2

Portland, OR · On-site

What you will do as the Level 2 Help Desk Support Analyst: The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable ...

Zones LLC.

Help Desk Analyst L2

Portland, OR · On-site

$21.75 - $29.75/hr

What you will do as the Level 2 Help Desk Support Analyst: The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable ...

TEKsystems

Help Desk Support

Olathe, KS

$17.32 - $18.95/hr

The help desk technician is the first line of support for the service desk and is responsible for first call resolution and appropriate escalation of tickets that can not be resolved at the help desk ...

Kenworth Sales

Help Desk Support

Salt Lake City, UT

$19.25 - $26.25/hr

Help Desk Support Summary Title: Help Desk Support ID: 3923 Job Type: Exempt (salaried) Location: Salt Lake City, UT Openings: 1 Description Are you ready to join an industry leader with a strong ...

TEKsystems

Help Desk Support

Wichita, KS · On-site

$18/hr

Provide Tier 1 / Tier 2 help desk support for device transition and onboarding activities * Assist users with account access, including permissions, passwords, and PIN resets * Route calls and ...

TEKsystems

Help Desk Support

Wichita, KS · On-site

$18/hr

Provide Tier 1 / Tier 2 help desk support for device transition and onboarding activities * Assist users with account access, including permissions, passwords, and PIN resets * Route calls and ...

TechFlow, Inc.

Help Desk Support

Montgomery, AL

... analysis report that includes metrics on trouble call data, trends, and a cumulative analysis ... Supports Help Desk Level II escalations to Level III. * Serves as the focal point to coordinate ...

SilTek, Inc.

Be Seen First

Help Desk Support Specialist

Washington, DC · On-site

Help Desk Support Specialist SilTek, Inc. is searching for a responsible individual to perform a ... The successful candidate provide support for a variety of comprehensive analytical assignments for ...

New

SilTek, Inc.

Be Seen First

Help Desk Support Specialist

Alexandria, VA · On-site

Help Desk Support Specialist SilTek, Inc. is searching for a responsible individual to perform a ... The successful candidate provide support for a variety of comprehensive analytical assignments for ...

New

TEKsystems

Help Desk Support

Olathe, KS

$17.32 - $18.95/hr

Help Desk Support Technician (Entry-Level)Overview We are seeking a reliable and motivated Help Desk Support Technician to join a growing service desk team. This is an excellent opportunity for ...

TEKsystems

Help Desk Support

Olathe, KS

$17.32 - $18.95/hr

Help Desk Support Technician (Entry-Level)Overview We are seeking a reliable and motivated Help Desk Support Technician to join a growing service desk team. This is an excellent opportunity for ...

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Help Desk Support Analyst information

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How much do help desk support analyst jobs pay per hour?

As of Jun 5, 2026, the average hourly pay for help desk support analyst in the United States is $24.09, according to ZipRecruiter salary data. Most workers in this role earn between $19.71 and $26.92 per hour, depending on experience, location, and employer.

What does a Help Desk Support Analyst do?

A Help Desk Support Analyst provides technical assistance and support to users experiencing issues with computer hardware, software, or network systems. They troubleshoot problems, answer queries via phone, email, or chat, and help users resolve technical challenges. Analysts may also document issues, escalate complex problems to higher-level IT staff, and assist in maintaining IT systems. Their goal is to ensure users can effectively use technology and minimize downtime.

What is the difference between Help Desk Support Analyst vs Technical Support Specialist?

AspectHelp Desk Support AnalystTechnical Support Specialist
CertificationsCompTIA A+, ITILCompTIA A+, Network+
Work EnvironmentHelp desk, remote support, on-siteCustomer sites, remote, on-site
Industry UsageIT services, corporate supportIT, telecommunications, hardware
Common Search IntentBasic troubleshooting, ticket resolutionAdvanced technical issues, hardware/software support

The Help Desk Support Analyst primarily handles initial troubleshooting, ticket management, and customer communication within IT support environments. In contrast, the Technical Support Specialist often deals with more complex technical issues, including hardware and software troubleshooting. Both roles require similar certifications and work in related environments, but their focus and complexity levels differ.

How does a Help Desk Support Analyst typically collaborate with other IT teams to resolve complex technical issues?

Help Desk Support Analysts often serve as the first point of contact for technical issues, handling common problems directly and escalating more complex matters to specialized IT teams such as network administrators or system engineers. Effective collaboration involves clear documentation of the issue, thorough troubleshooting steps, and regular follow-up with both the user and the technical teams. Analysts may participate in team meetings, use ticketing systems to share updates, and sometimes join cross-functional projects to improve support processes. This teamwork ensures efficient resolution and continuous improvement of IT services.

What are the key skills and qualifications needed to thrive as a Help Desk Support Analyst, and why are they important?

To thrive as a Help Desk Support Analyst, you need a solid understanding of computer systems, troubleshooting techniques, and customer support principles, often backed by an associate degree or relevant certifications like CompTIA A+. Familiarity with ticketing systems, remote desktop tools, and knowledge bases is typically expected. Strong communication, patience, and problem-solving abilities distinguish top performers in this role. These skills and qualities are vital for efficiently resolving technical issues and ensuring a positive user experience.
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Help Desk Support Analyst jobs near you
Help Desk Support

Help Desk Support

Essnova Solutions, Inc.

Washington, DC • On-site

$23.25 - $31.75/hr

Full-time

Posted 4 days ago

Job description

The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates technical problems, and maintains support documentation.

  • Operate and manage the TRIRIGA Help Desk function (Tier 1–3 escalation model) during designated hours of operation (7:00 AM–6:00 PM ET), ensuring compliance with defined SLA response and resolution timelines.
  • Log, triage, categorize, prioritize, and resolve user-reported incidents using an industry-standard ticket management system; escalate unresolved issues per defined procedures.
  • Provide Tier 1 support for user navigation, permissions, access, reporting, and functional inquiries; coordinate Tier 2/3 escalation for complex workflow, integration, or production issues.
  • Monitor incoming tickets for Critical and High priority issues and ensure immediate response within required timeframes (e.g., 15-minute logging for Critical incidents).
  • Analyze recurring issues and trends to proactively identify systemic problems and recommend preventive solutions to Application Development and PM leadership.
  • Administer user accounts and role-based permissions within TRIRIGA, process BEARS access requests, and maintain updated user lists in monthly status reports.
  • Produce and submit required reports including Monthly Help Desk Logs and Bi-Weekly Bug/Defect Tracking Logs with resolution metrics, response times, and LOE summaries.
  • Maintain and update Knowledge Management (KM) repository, FAQs, and support documentation to promote user self-service and reduce recurring ticket volume.
  • Support system releases and upgrades by providing surge support coverage, post-release stabilization assistance, and user communications.

Requirements

  • Must have experience supporting TRIRIGA and/or other IWMS systems for Federal Agencies
  • Must have expertise in ticket management systems (e.g., ServiceNow)
  • Must have experience resolving user issues in IWMS systems
  • Must have familiarity with TRIRIGA permissions, role-based access, and interface troubleshooting