IT Help Desk Analyst

Talon Hiring Solutions is partnering with a client in the greater Birmingham, AL area to find a customer-focused IT Help Desk Analyst! This role is ideal for someone who enjoys troubleshooting technical issues, supporting end users, and leveraging technology to improve the user experience. Reporting to the Information Systems Manager, you’ll provide day-to-day IT support, assist with technology projects, and utilize AI tools to enhance troubleshooting and documentation while helping keep systems running smoothly.

What You’ll Do

• Provide first-level IT support for hardware, software, network, and account-related issues.
• Troubleshoot technical problems in person, by phone, email, chat, and remote support tools.
• Document and track requests, issues, and resolutions in the help desk ticketing system.
• Set up, configure, and deploy computers, mobile devices, and peripherals.
• Assist users with software installations, password resets, and account access.
• Escalate complex issues and collaborate with the IT team on solutions.
• Maintain IT inventory and develop user guides and knowledge base documentation.
• Identify recurring technical issues and recommend improvements.
• Support IT projects, system upgrades, and maintenance.
• Use AI tools such as Copilot, ChatGPT, or Claude to assist with troubleshooting, documentation, and knowledge sharing.

What You’ll Bring

• Bachelor’s degree in IT, Computer Science, or a related field, or equivalent work experience.
• 2–4 years of IT support experience preferred.
• Strong troubleshooting, problem-solving, and critical-thinking skills.
• Familiarity with Windows, macOS, Linux, Microsoft 365, and basic networking concepts.
• Experience with help desk ticketing systems and remote support tools is a plus.
• Strong communication, organization, and customer service skills.
• Ability to prioritize multiple requests, learn new technologies quickly, and work effectively as part of a team.
• Experience using AI tools for troubleshooting or technical documentation.
• IT certifications such as CompTIA A+ or relevant Microsoft certifications are a plus.