Desktop Analyst

Providing exceptional customer service with first point of contact, clear communication, in-alignment with policies that promote user training and secure endpoint management. Oversees Windows 11 deployment/redeployment via Autopilot, ensures compliance with Intune and RMM tools, and maintains meticulous asset tracking and documentation. Provides day-to-day administration across Microsoft 365, Entra ID (Azure AD), Intune, Autopilot, and common SaaS apps; coordinates vendor procurement and RMAs; collaborates with Systems Administrators to monitor and test configuration policies and consistently adheres to helpdesk metrics, SOPs, and security standards. Strong focus on security awareness, reporting and security training., * Provides the first point of contact for end-user technical support and request.

• Ability to work in a dynamic environment while providing nearly 100% uptime.
• Demonstrates excellent customer service and clear communication.
• End-user education in alignment with computer use policy and security policy.
• Training.
• Deploying and redeploying Windows 11 systems using Autopilot.
• Assist with application installation, patching and deployment using Intune, RMM and Company Portal.
• Assist with endpoint vulnerability assessment, endpoint hardening and monitoring.
• Responding to variety of break-fix requests in a Windows 11 environment.
• Support users with secure sign-in methods including Windows Hello for Business (WHFB), Multi-Factor Authentication (MFA), Passwordless login, FIDO keys, and phishing-resistant authentication protocols
• Monitoring and ensuring endpoint compliance using Intune and RMM tools.
• Asset management, tracking and documentation.
• Working with outside vendors to obtain hardware and facilitate RMA requests.
• Intermediate understanding of Day 2 Day administration in Office 365, Entra AD, Intune, Autopilot and various SaaS tools.
• Extensive documentation skills when maintaining records of tickets, asset management, RMA, knowledgebase, SOP and Runbooks.
• Ability to adhere to strict guidelines relating to Helpdesk metrics, ticket processing, following SOP and company policies.
• Working closely with Systems administrators to monitor, report, and test configuration policies and procedures.
• Awareness and compliance with security policy, reporting and end-user education., Must be available and willing to work as directed based on operational needs. On-call availability to accommodate the IT off-hours coverage plan may be required. The company reserves the right to change the expected workdays/hours with or without notice. This is not a remote position.

OTHER DUTIES AS ASSIGNED:

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• 2-5 years of experience in IT analysis, systems support, cloud support or related roles.
• Proficiency in Office 365, SharePoint, Entra (Azure AD), Intune, Autopilot and SaaS tools
• Familiarity with IT security protocols and Windows hardening.
• Strong problem-solving and project management skills.
• Excellent verbal and written communication abilities.
• Knowledge of cloud based tools and environments.
• Prior experience in customer service or help desk environments.
• Demonstrated effective oral, written, and interpersonal communication skills.

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 job.

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.

Communicating with others to exchange information.

Repeating motions that may include the wrists, hands, and/or fingers.

Assessing the accuracy, neatness, and thoroughness of the work assigned.