**Help Desk Analyst
Hybrid
New Castle, DE
**

Overview

We are seeking a Help Desk Analyst to join our client's team in Delaware. This role focuses on providing application-related help desk support, ensuring efficient issue resolution, and delivering an excellent customer experience. Candidates will be trained on Microsoft custom-built applications and will play a key role in supporting end users through ticket resolution, documentation, and troubleshooting.

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Responsibilities**

• Provide application-related help desk support (not hardware, software, or networking support).
• Manage and resolve help desk tickets by analyzing issues and working toward resolution.
• Troubleshoot, document, and escalate tickets as necessary in accordance with established processes.
• Deliver excellent customer service by communicating clearly and professionally with end users.
• Conduct minimal application testing as part of issue resolution.
• Follow defined procedures, maintain accurate documentation, and support continuous improvement of help desk operations.

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Required Skills**

• Previous experience in an application-focused help desk role.
• Strong problem-solving and analytical skills.
• Excellent customer service orientation with proven experience assisting end users.
• Outstanding written and verbal communication skills.

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Preferred Skills**

• Familiarity with Microsoft Office products (Word, Excel, etc.).
• Experience with help desk tools, documentation, and escalation processes.
• Local candidates will be given preference.

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Work Arrangement**

• Initial onboarding and training will be onsite in Delaware.
• Upon successful training and client approval, the role transitions to remote four days per week with mandatory onsite presence every Wednesday.
• Candidates must remain flexible as the client may require full-time onsite reporting at any time.