IT Helpdesk Analyst I

IT Helpdesk Analyst I Job Locations US-MA-Wakefield | US-MA-Lincoln ID 2026-9386 Category Information Technology Type Full Time Biweekly Hours 80 Location : Name Corporate Headquarters Min USD $50,000.00/Yr. Max USD $55,000.00/Yr. Position Summary The Helpdesk Analyst serves as the organization’s front-line technical support resource, assisting end users with a wide range of hardware, software, and account-related issues. This role requires strong troubleshooting ability, exceptional customer service, and the capacity to triage and resolve incidents in a fast-paced environment. Analysts may resolve issues directly or escalate complex problems to senior IT personnel when needed. Responsibilities Duties include, but not limited to: End-User Support Respond to technical inquiries via phone, email, chat, remote session, or in person. Diagnose and resolve hardware/software issues across desktops, laptops, mobile devices, printers, and peripherals. Troubleshoot operating system errors, application issues, and network connectivity problems. Provide professional, high-touch support to users at all levels, including VIPs. Walk users through step-by-step resolutions to promote self-sufficiency. Ticket Management Log, categorize, and prioritize all incoming support tickets using the organization’s ITSM platform. Analyze call/ticket logs to identify recurring issues or trends. Escalate unresolved or complex issues to Tier 2/Tier 3 teams with detailed documentation. Account & Access Administration Perform password resets, unlock user accounts, and manage basic provisioning/deprovisioning across identity systems. Support onboarding/offboarding workflows including device preparation and account setup. AV support for conference rooms. Printer support. Device & Application Support. Install, configure, and update operating systems and approved software. Support endpoint management tools such as Intune and Autopilot. Maintain antivirus, security agents, and compliance-related configurations. Documentation & Continuous Improvement Create and maintain knowledge base articles, user guides, and troubleshooting documentation. Contribute to improving helpdesk workflows and service quality. Ensure all ticket documentation is complete, accurate, and auditable. Qualifications Citizenship: Must be a US citizen Minimum Required Qualifications Clearance : none Education: Associate's Degree Years of Experience: 0-3 Certifications: Preferred Qualifications Clearance : ability to obtain Education: Bachelor's Degree Years of experience: 1-3 Certifications: CompTIA A+, Network+, Microsoft 365 Fundamentals, or MD-102. Technical Skills Windows and Mobile platforms Hardware and software troubleshooting Networking fundamentals Ticketing systems management Interpersonal Skills A strong Helpdesk Analyst delivers high-quality support, communicates clearly, manages workload efficiently, and contributes to continuous improvements in user experience and IT service delivery. They maintain calm professionalism, demonstrate ownership of issues, and follow through until resolution. Additional Information Location: Wakefield, MA or Lincoln, MA Travel: 10% Remote, Onsite, or Hybrid: Hybrid #LI-MP1 Company Overview Odyssey is a world-class technical, engineering, and integration company serving the warfighting ecosystem with airborne integration, ISR, C2, and warfighter readiness capabilities. Odyssey meets the military’s operational needs by integrating layered defense systems from equipment, technology, and services to data, information, and business operations. We streamline defense acquisition and sustainment, engineering the technical battlefield with domain-specific proficiency to ensure lethality. Odyssey is dedicated to excellent contract execution, peak organizational performance, and fostering a workplace built on employee care. Odyssey is proud to live out our core values of commitment, ambition, and respect in our work and communities through OdysseyCares , a philanthropic group focused on giving back through direct donations, an employer match program, and volunteering events. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities Please Note: Final compensation for this position will be determined by various factors such as the Federal Government contract labor categories and contract wage rates, relevant work experience, specific skills and competencies, geographic location, education, and certifications. This position is filled through continuous recruitment and will remain open until a sufficient pool of applications has been received. Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, Tricare supplement, short-term disability, long-term disability, 401(k) match, flexible spending accounts, health savings accounts, employee assistance program, learning and development benefit, paid time off, and holidays. Odyssey Benefits Options Apply for this job online Apply Share Email this job to a friend Refer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Join our Talent Community! Join our Talent Community to receive updates on new opportunities and future events. Application FAQs Software Powered by ICIMS www.icims.com