Help Desk Analyst (Annapolis, MD - onsite)

Help Desk Analyst

Department:

Information Technology

Reports To:

Head of IT Operations

Location:

As Assigned

FLSA Status:

Non-Exempt (Eligible for Overtime) — This position is classified as non-exempt under the Fair Labor Standards Act, meaning the employee is entitled to overtime pay for all hours worked beyond 40 in a workweek.

Schedule:

Full-time, 40 hours per week; schedule as assigned

Supervisory Responsibility:

This position carries no supervisory responsibility.

Compensation Grade:

TBD — Pending Compensation Grade Structure

Position Summary

The Help Desk Analyst serves as the primary point of contact for all end-user technical support requests across Chaney Enterprises, providing timely and effective resolution of hardware, software, and network issues. This role is responsible for delivering high-quality customer service while maintaining accurate documentation of incidents, resolutions, and system interactions within the organization's IT service management platform. The Help Desk Analyst collaborates closely with internal IT teams to identify recurring issues, support continuous improvement initiatives, and ensure alignment between user needs and IT service delivery. This position plays a critical role in sustaining the operational efficiency and technological reliability required to support Chaney Enterprises' continued growth.

Essential Duties & Responsibilities

The following duties are considered essential functions of this position. Other duties may be assigned.

• Responds to end-user technical inquiries and support requests received via phone, email, and in-person, ensuring prompt acknowledgment and professional communication throughout the resolution process.
• Diagnoses, troubleshoots, and resolves hardware, software, and network issues, escalating complex or unresolved incidents to appropriate IT personnel in accordance with established protocols.
• Maintains accurate and detailed records of all user interactions, incidents, troubleshooting steps, and resolutions within the organization's help desk ticketing system.
• Assists end users with software application configuration, hardware setup, and the adoption of best practices for effective and secure use of technology tools.
• Monitors the status of all open support tickets, provides timely follow-up communications to affected users, and ensures incidents are resolved within defined service level expectations.
• Generates and distributes reports on help desk performance metrics, ticket trends, and user satisfaction data to support informed decision-making and continuous service improvement.
• Coordinates with IT infrastructure, systems, and application teams on escalated technical issues, communicating status updates clearly and facilitating efficient resolution.
• Supports the deployment and rollout of new hardware and software solutions, including testing, configuration, and end-user communication as directed by IT leadership.
• Develops, maintains, and distributes user-facing documentation including knowledge base articles, troubleshooting guides, and training materials to promote self-service and reduce repeat incident volume.
• Conducts technology orientation and training sessions for new employees as part of the onboarding process, ensuring users are proficient with standard company systems and platforms.
• Gathers and analyzes user feedback regarding help desk services, identifies recurring pain points, and recommends process improvements to enhance the overall user experience.
• Assesses ongoing alignment between end-user technology needs and available IT support services, contributing to strategic planning discussions and continuous improvement efforts within the IT department.

Required Qualifications

• Minimum of two years of experience in a help desk, technical support, or related IT support role.
• Demonstrated experience diagnosing and resolving hardware and software issues in a professional environment.
• Proficiency with IT service management tools and help desk ticketing systems.
• Strong customer service orientation with the ability to communicate technical information clearly and effectively to non-technical users.
• Ability to manage multiple open incidents simultaneously and prioritize workload in a fast-paced environment.
• Industry experience in transportation, logistics, construction, materials handling, or a related field.

Preferred Qualifications

• Relevant industry certifications such as CompTIA A+, ITIL Foundation, or equivalent.
• Familiarity with enterprise IT environments and large-scale hardware or software deployment projects.
• Demonstrated commitment to professional development and continued learning in information technology.

Education

A minimum of an associate degree in Information Technology, Computer Science, or a related field is required, or an equivalent combination of education and experience. A bachelor's degree in a related discipline is preferred.

Work Environment

Condition

✔

Indoor Office Setting
Work is performed primarily in a climate-controlled office or operations facility environment.

✔

Shared Workspace
Position operates within an open or collaborative workspace with exposure to moderate activity and conversation.

✔

Computer and Screen Exposure
Extended periods of work at a computer workstation are required on a daily basis.

✔

On-Site Technical Environments
Occasional work may be performed in server rooms, equipment closets, or production areas with variable environmental conditions.

Noise Level

Level

✔

Moderate

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made.

Physical Demand

Requirement / Frequency

✔

Sitting

Frequently, for extended periods during standard work hours

✔

Standing and Walking

Occasionally, when providing on-site support or moving between work areas

✔

Keyboarding and Mouse Use

Continuously, as the primary mode of system interaction

✔

Lifting and Carrying

Occasionally, up to 25 pounds for hardware transport and equipment setup

✔

Reaching and Bending

Occasionally, when installing or servicing equipment at workstations or in equipment areas

✔

Visual Acuity

Continuously, for reading screens, documentation, and technical materials

Travel

This position requires minimal travel, estimated at less than 10% of working time, primarily for occasional inter-site support, training activities, or vendor-related engagements as directed by IT leadership.

Equal Employment Opportunity

Chaney Enterprises is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.

Americans with Disabilities Act (ADA)

Chaney Enterprises is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. Employees requesting an accommodation should contact Human Resources.

This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties as business needs change. | Chaney Enterprises Human Resources