Help Desk Analyst

Watsco

HybridPosted July 28, 2026

About the role

Job Title: Help Desk Analyst

Overview: We are seeking a Help Desk Analyst to serve as the first point of contact for technical assistance. This role supports internal staff and field customers by installing, configuring, and troubleshooting operating systems, software applications, desktops and laptops, and hardware peripherals. You will provide timely resolutions to end-user issues while delivering a professional customer experience.

Responsibilities

Help Desk Analyst

Watsco

HybridPosted July 28, 2026

About the role

Job Title: Help Desk Analyst

Overview: We are seeking a Help Desk Analyst to serve as the first point of contact for technical assistance. This role supports internal staff and field customers by installing, configuring, and troubleshooting operating systems, software applications, desktops and laptops, and hardware peripherals. You will provide timely resolutions to end-user issues while delivering a professional customer experience.

Responsibilities

Answer incoming calls and manage trouble tickets; troubleshoot software and hardware issues in-person and remotely.
Escalate complex issues to the supervisor as needed.
Install and configure applications and operating system software and upgrades.
Train end users in effective use of equipment and software.
Monitor network and system health to ensure optimal performance.
Document all calls, requests, and actions; track items through resolution.
Communicate project status, deliverables, priorities, and contingencies to stakeholders.
Stay current with industry best practices in end-user support and apply them to improve service.
Maintain up-to-date knowledge of desktop and laptop hardware, software applications, and networking systems.
Adapt to evolving organizational needs and maintain flexibility.

Requirements

Proficient in configuring Windows 11, iOS, and macOS.
Working knowledge of Microsoft Office and security software.
Experience troubleshooting laptops, desktops, tablets, and printers in LAN/WAN environments.
Excellent written and v

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Install and configure applications and operating system software and upgrades.
Train end users in effective use of equipment and software.
Monitor network and system health to ensure optimal performance.
Document all calls, requests, and actions; track items through resolution.
Communicate project status, deliverables, priorities, and contingencies to stakeholders.
Stay current with industry best practices in end-user support and apply them to improve service.
Maintain up-to-date knowledge of desktop and laptop hardware, software applications, and networking systems.
Adapt to evolving organizational needs and maintain flexibility.