Help Desk Analyst

JOB TITLE: Help Desk Analyst

JOB CODE: NI1101

FLSA STATUS: Non-Exempt

GRADE LEVEL: 24

DEPARTMENT: Infrastructure

REPORTS TO: IT Support Principal & Supervisor

LAST UPDATED: March 2026

Position Summary

The Help Desk Analyst is responsible for providing first-level support to business systems customers. This position is also responsible for supporting the functionality and operational efficiency of assigned computer information systems, services, and other information management technology and processes. This entails advising, assisting, and training end-users in the operation and administration of their systems; responding promptly to end-user complaints and concerns; creating and managing support documentation and maintaining a customer-centric focus when performing the job.

Essential Functions and Job Responsibilities

• Provides on-site/phone support to local and remote users with hardware and/or software related issues. Documents all incoming service requests in Help Desk work order tracking system.  

• Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills. 

• Participates in the creation and maintenance of written IT standards and procedures.

• Creates and installs operating system images on computers (installs operating systems manually as needed). Installs software and/or hardware releases, updates, and service packs.

• Coordinates service repairs on all hardware and software issues with in-house IT staff and external vendors.

• Keeps current with new Help Desk trends regarding computer hardware and software by regularly reading industry-related forums and trade magazines to obtain current information about computer hardware and software. Regularly reports significant findings to department management.

• Provides training to computer users in the following areas:

o General hardware maintenance

o Software usage (Microsoft Office products, antivirus products and other commonly used applications within the organization)

o Time saving shortcuts/tips and current events

Education, Skills, Personal Attributes, and Experience Required

• Associate degree or two years completed coursework in computer science, information technology, or a closely related technical educational program.

• Candidate must possess a minimum of two years of related work experience corresponding to this job description.

• Candidate must be proficient with the current and past versions of Microsoft Office platforms. 

• Proficient with Active Directory and Azure Active Directory.

• Proficient with Microsoft 365 administration portals.

• Ability to work effectively with customers, co-workers, and management.

• Must be able to handle multiple projects in a timely manner.

• Excellent verbal, written, and listening communication skills.

• Must possess good presentation skills.

• Proven subscription to the company’s core values of integrity, adaptability, service-focused, accountability, curiosity, and community.

Environment

General office working conditions which may require sitting for extended periods of time. This position functions as a hybrid role working from both home and in-office environments. Any home office setting must be conducive to all guidelines outlined by the organization. This role is required to attend in-person meetings, the frequency of which is determined by management based on departmental or organizational needs. This position may require occasional overnight travel (approximately 5%) to any company offices which currently include Springfield MO, Kansas City MO, Chicago IL, and Columbia SC.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Specific vision abilities require the ability to focus distant and near objects clearly. While performing the duties of this job, the employee is regularly required to sit, talk, and hear. The employee is frequently required to use hands and arms to handle, feel and reach as well as operate a personal computer. The employee must occasionally lift and/or move up to 60 pounds.

Additionally, this position requires working in a fast-paced environment that can be stressful at times. This position requires a substantial amount of multi-tasking and ability to shift focus between tasks, screens, and systems to obtain data.

Disclaimer

This job description is designed to provide a general overview of requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required. The organization reserves the right to modify this job description at any time; including assigning or reassigning job duties or deleting this position at any time.