IT Help Desk Analyst

Aaratech Inc. is seeking a customer-focused and technically skilled IT Help Desk Analyst to join our IT Support team. In this role, you will provide first-level technical support to end users by troubleshooting hardware, software, network, and system issues while delivering exceptional customer service., * Provide Level 1 technical support for desktops, laptops, printers, mobile devices, and peripheral equipment.

• Respond to and resolve support requests through phone, email, chat, and IT ticketing systems.
• Troubleshoot Windows operating systems, Microsoft Office 365 applications, and common software issues.
• Install, configure, maintain, and troubleshoot computer hardware and software.
• Create, manage, and troubleshoot Active Directory user accounts, passwords, and group memberships.
• Support Microsoft Outlook, Microsoft Teams, and Office 365 applications.
• Perform basic network troubleshooting involving TCP/IP, DNS, DHCP, VPN, and Wi-Fi connectivity.
• Escalate complex technical issues to Level 2 or Infrastructure teams when required.
• Document incidents, resolutions, and troubleshooting steps within the IT Service Management (ITSM) platform.
• Assist with employee onboarding, workstation setup, software installation, and equipment deployment.
• Maintain inventory of IT assets and support equipment.
• Follow IT policies, security procedures, and Service Level Agreements (SLAs).

This position is ideal for IT professionals with 1-2 years of experience in IT Help Desk, Desktop Support, Technical Support, or IT Support who are looking to expand their technical expertise in a fast-paced enterprise environment while supporting a wide range of enterprise technologies., * 1-2 years of experience in IT Help Desk, Help Desk Support, Desktop Support, IT Support, Technical Support, or Service Desk roles.

• Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent work experience).
• Experience supporting Windows 10/11 and Microsoft Office 365.
• Basic knowledge of Active Directory, Microsoft Exchange, and user account administration.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and wireless networking.
• Experience using IT ticketing systems such as ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Excellent customer service and communication skills with the ability to manage multiple support requests in a fast-paced environment.

Technical Skills

Hands-on experience with Windows 10/11, Microsoft Office 365, Active Directory, Microsoft Exchange, Microsoft Outlook, Microsoft Teams, ServiceNow, Jira Service Management, Zendesk, Freshservice, TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting, Microsoft Intune, SCCM, Microsoft Entra ID (Azure Active Directory), TeamViewer, AnyDesk, Remote Desktop, endpoint management, desktop support, IT Help Desk support, hardware and software troubleshooting, printer support, mobile device support, workstation deployment, user account administration, password management, software installation, system configuration, IT Service Management (ITSM), and basic cybersecurity best practices., * Experience with Microsoft Intune, SCCM, or other endpoint management tools.

• Knowledge of Microsoft Entra ID (Azure Active Directory).
• Familiarity with remote support tools such as TeamViewer, AnyDesk, or Remote Desktop.
• Basic understanding of cybersecurity best practices and endpoint security.
• Experience supporting printers, scanners, VoIP phones, and mobile devices.
• Knowledge of ITIL processes and IT Service Management (ITSM) concepts.
• Certifications such as CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals (MS-900), or ITIL Foundation are a plus.

• Work with a collaborative and supportive IT team.
• Gain hands-on experience supporting enterprise technologies and cloud-based environments.
• Build expertise across desktop support, networking, cloud services, and endpoint management.
• Opportunities to advance into Systems Administration, Network Administration, Cloud Support, or Cybersecurity roles.
• Competitive compensation of $60,000-$75,000 based on experience and technical expertise.
• Ongoing learning and professional development opportunities.