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