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Service/Help Desk Analyst
Posted: 06/15/2026
Job Category: Information Technology
Job Number: 57154461
Pay Rate: $25-27 / hour
Job Description
Sirius Staffing is hiring Help Desk Analyst for a remote, contract position. Analyst must have access to a personal computer that meets employer specifications; employer will load specified software packages (operating systems and all proprietary software programs) onto personal computers.
Pay: $25-27/hr BOE
Hours: Monday–Friday, availability required between 7:00 AM – 8:00 PM ET
Staggered shifts will be needed to cover the full window (e.g., 7:00 AM–4:00 PM, 8:00 AM–5:00 PM, 9:00 AM–6:00 PM, 10:00 AM–7:00 PM).
Summary of Job
Sirius Staffing is seeking five Desktop Support / Help Desk professionals to support a large-scale enterprise user migration project. This role will focus on hands-on end-user support during a transition to a virtual desktop environment (VDI), including OneDrive connectivity and post-migration troubleshooting. Candidates will play a critical role in supporting both active migrations and a high volume of incoming support requests following go-live. This is a fast-paced environment requiring strong troubleshooting ability, adaptability, and excellent customer service skills without reliance on scripts.
Responsibilities
- Provide courteous, accurate, and timely technical support to internal users via phone, email, chat, and virtual desk-side support.
- Support enterprise-wide migration efforts, including OneDrive setup and transition to virtual desktop environments.
- Troubleshoot and resolve technical issues in real time, particularly during and after user migration phases.
- Respond to and document all incidents, service requests, and interactions within ManageEngine Service Desk Plus.
- Prioritize, evaluate, and escalate tickets as needed while maintaining service level expectations.
- Provide clear and timely follow-up with users on open issues.
- Assist users with hardware/software functionality, system navigation, and troubleshooting guidance.
- Configure, install, and support hardware and software including operating systems and enterprise applications.
- Support and troubleshoot VDI environments including Horizon, Citrix, and VMware.
- Perform Active Directory tasks including user moves, additions, and changes.
- Configure and troubleshoot network components, communication equipment, and endpoint systems.
- Maintain accurate documentation for knowledge base contributions.
- Monitor system performance and recommend minor corrective actions where needed.
- Collaborate with internal teams and report progress to Service Desk leadership.
- Maintain confidentiality and adhere to all company policies and procedures.
- Support future initiatives including upcoming Cisco to Webex Calling migration.
Requirements
- Must have 2–3 years of hands-on desktop support or help desk experience (non-project management focused).
- High School Diploma/equivalent required
- Experience supporting Virtual Desktop Infrastructure (VDI) environments such as Horizon, Citrix, or VMware is required.
- Strong troubleshooting skills with the ability to think critically and resolve issues without scripted guidance.
- Familiarity with ticketing systems, preferably ManageEngine Service Desk Plus.
- Ability to manage multiple tasks and adapt to rapidly changing priorities.
- Experience with Active Directory (user account management, permissions, etc.).
- Strong customer service and communication skills with the ability to support users in high-pressure environments.
- High attention to detail with strong documentation habits.
- Ability to work independently and proactively in a remote environment.
- Must have access to a personal computer that meets client specifications; client equipment may be issued in rare cases.
Additional Project Details
- Contract duration: 3–6 months+ (could be extended, depending on business needs)
- Current phase: Supporting completion of initial 225-user migration and preparing for 1,000+-user rollout.
- No weekend work expected, but may be needed depending on business needs
- Ideal candidates available for later shifts to support West Coast users.
Sirius Staffing is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.
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