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Helpdesk Support Analyst II

Posted 5 months ago

Our client, a Raleigh based company, is in search of a Helpdesk Support Analyst to join their team.  This team is very customer service oriented, and will require someone to have good interpersonal skills, both in person and over the phone.

Duration: 6 month contract 
Location: 100% onsite in Raleigh (440 and Wake Forest road area)
Key skills: Customer Service, Desktop Support, Imaging Laptops, o365 Support, use of ticketing systems like Samanage. 



  • Install desktop hardware and software. Identify and resolve hardware and software application conflicts. Ensure that resolutions are consistent with standards and do not introduce additional conflicts
  • Serve as a member of a team providing initial contact for computer issues.  Includes opening and closing all service requests, as well as managing the assignment, tracking, escalation and completion of requests. Involves coordinating tickets with other Help Desk Support Analysts, Network Administrators, and Application Developers in order to accomplish the timely completion of requests.
  • Troubleshoot PC, network, copier, printer, and application problems. Coordinate and perform repairs when necessary.
  • Conduct user training on software and hardware when appropriate.
  • Support the Technology Team by performing miscellaneous tasks and project assignments, and serve as back up to other staff personnel as required.
  • Help identify and implement innovative solutions for client.

JOB REQUIREMENTS (Skills/Knowledge):

  • Ability to communicate clearly with technical and non-technical audiences.
  • Sincere commitment to proactive customer service.
  • Ability to work effectively, in a highly organized manner, paying close attention to detail.
  • Excellent customer service skills, time management skills, and the ability to work in a fast-paced environment.
  • Excellent organizational skills, ability to prioritize tasks and reach consensus amongst many competing requests.
  • In-depth knowledge of PC platform (including portables), Windows 10 and Microsoft Office suite of applications. 
  • Knowledge of Cisco networking and switches, configuring/troubleshooting SOHO routers, and Windows Server experience a plus.


  • Minimum 5 years’ experience in providing technical support to end users required.
  • B.S. degree in Computer Science preferred. A comparable combination of education and experience is acceptable.
  • Recent vendor technical training on relevant software.


Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer and provides reasonable accommodations for qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual with a disability, you may request a reasonable accommodation under the American Disability Act (ADA) by emailing To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.