What are the responsibilities and job description for the Information Technology Help Desk Analyst position at PTR Global?
🚨 Hiring: IT Help Desk Support Analyst | W2 Only 🚨
📍 Locations: Plano, TX (75024) or Portsmouth, NH (03801)
🏢 Leading Insurance Client
💼 Duration: 12-Month Contract (Potential Extension up to 24 Months)
🏠 Hybrid & Remote Shift Options Available
👥 Multiple Openings (10 Positions)
We are seeking customer-focused IT Help Desk Support Analysts to join a fast-paced enterprise support team. This role is ideal for candidates with Help Desk, Technical Support, Service Desk, Call Center, Desktop Support, or IT Customer Support experience.
🔹 Position Highlights:
• 12-month contract with potential extension up to 24 months
• Hybrid schedule for select shifts (2 days onsite, 3 days remote)
• Off-hours shifts are 100% remote
• Paid training provided
• Multiple shift options available
🛠 Key Responsibilities:
• Provide first-level technical support for end users
• Troubleshoot hardware, software, network, and access issues
• Respond to incidents and service requests via phone, chat, and ticketing systems
• Document and track issues through resolution
• Deliver exceptional customer service while meeting SLAs
• Escalate complex technical issues to appropriate support teams
• Support users in a fast-paced enterprise environment
✅ Required Qualifications:
• Experience in Help Desk, Service Desk, Technical Support, IT Support, Call Center, or Customer Service environments
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service abilities
• Ability to work assigned shifts, including evenings, overnights, weekends, and holidays as needed
• Reliable high-speed internet connection
• Must connect via Ethernet cable (wireless-only connections are not permitted)
🎓 Training Requirements:
• Mandatory 3-week instructor-led training program
• Monday–Friday, 8:30 AM – 4:00 PM ET
• 35 hours per week
• Shift assignments may change after training based on business needs and performance
📍 Onsite Requirements (Hybrid Shifts):
Candidates must live within 50 miles of:
• Plano Office – 7900 Windrose Ave, Plano, TX 75024
OR
• Portsmouth Office – 225 Borthwick Ave, Portsmouth, NH 03801
🎤 Interview Process:
1️⃣ Hireflix Virtual Interview
2️⃣ Live Interview (Microsoft Teams or In-Person)
📩 W2 Only – No C2C / No Third-Party Vendors
If you're looking to grow your IT support career with a leading insurance organization, apply today!