Help Desk Analyst – Tier 1 Technical Support

About the role

Wood Rodgers is seeking a Help Desk Analyst to provide Tier 1 technical support across the organization. The role serves as the first point of contact for hardware, software, Microsoft 365, connectivity, and end‑user issues in a primarily Windows environment. This is a staffed, hourly, non‑exempt position focused on delivering responsive customer service to employees at all levels.

Key responsibilities

• Troubleshoot, resolve, and document support requests via phone, Microsoft Teams, remote‑support tools, and the ticketing system.
• Install software, configure workstations, perform hardware troubleshooting, and support user access issues.
• Escalate complex issues as needed and maintain accurate documentation of resolutions.
• Assist with equipment inventory, asset tracking, and technology lifecycle management.
• Deliver responsive customer service to employees at all levels.
• Contribute to knowledge sharing, process improvement, and support documentation.
• Travel to other office locations as needed for onsite support.

Required profile

• 3+ years of help desk, desktop support, or related IT experience.
• Employee‑focused, technically curious, and able to troubleshoot a variety of systems.
• Strong communication, problem‑solving, and customer‑service skills.
• Ability to learn new technologies, manage multiple priorities, and work both independently and collaboratively.
• Valid driver’s license and ability to travel between office locations.

Required skills

• Windows operating system
• Microsoft 365
• Computer hardware
• Software applications
• Ticketing systems
• Active Directory
• Networking concepts
• Workstation deployment
• Remote support tools
• Microsoft Teams

What we offer

• Unique culture within an engineering consulting firm that encourages innovation.
• Opportunities for personal and professional growth.
• Comprehensive compensation package with additional perks.