Helpdesk Analyst
Plus One, an Optum Company, provides fitness and well-being services to clients across various industries. They are seeking a Helpdesk Analyst to deliver frontline technical support, ensuring a high-quality user experience by resolving IT issues and supporting core systems.
Responsibilities
- Provide first-level support for hardware, software, and access-related issues
- Respond to and resolve tickets through the IT service management system
- Troubleshoot issues related to: Windows devices and laptops
- Email and collaboration tools (e.g., Outlook, M365)
- VPN and remote access (e.g., AnyConnect, Citrix)
- Printers and peripheral devices
- Support user account management (Active Directory, password resets, access requests)
- Assist with onboarding and offboarding processes, including provisioning accounts and equipment
- Document incidents, resolutions, and knowledge base articles
- Escalate complex issues to Systems or Security teams as needed
- Maintain a high level of customer service and communication with end users
Skills
- Strong knowledge of security frameworks (NIST, PCI, or similar)
- 1–3 years of experience in IT support or helpdesk role
- Strong troubleshooting skills across Windows and common business applications
- Familiarity with Active Directory
- Familiarity with Microsoft 365 / Outlook
- Familiarity with VPN and remote access tools
- Excellent communication and customer service skills
- Ability to manage multiple tickets and prioritize effectively
- Experience with ticketing systems (e.g., KACE, ServiceNow, or similar)
- Exposure to Citrix environments
- Basic understanding of networking concepts
- IT certifications (e.g., CompTIA A+, Network+)
Benefits
- Medical plan choices with Health Reimbursement Account (HRA) and Health Savings Account (HSA) options
- Dental and Vision coverage plans
- 401(k) Retirement & Savings Plan
- Life Insurance (team member, spouse and dependents)
- Short and Long Term Disability Plans
- Accident & Critical Illness Insurance
- Transportation and Parking Plans
- Paid parental leave
- Paid time off
- Wellness rewards program
- Free memberships to various fitness facilities and wellness subscriptions
- 24/7 health and wellness support through the Employee Assistance program
- Entertainment and consumer discounts
- Free professional development courses through internal learning management systems
- Discounted certifications through industry leading agencies
- Free CPR/AED certifications
- Free continuing education courses and credits
- Employee Referral Reward program
Company Overview