IT Help Desk Analyst I

The IT Help Desk analyst provides frontline technical support for end users across the organization, with a focus on Microsoft 365, ERP applications, and IBM iSeries (AS/400) environments. This role handles incident triage, user administration, application troubleshooting, and escalations while delivering exceptional customer service and maintaining strong documentation.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)

Microsoft 365

• Perform basic user account tasks in Entra ID/Azure AD.
• Trouble shoot Outlook issues, mobile setup, mail flow, and profile resets.
• Provide support for Teams, SharePoint, and OneDrive.
• Assist with MFA, Conditional Access and identity-related issues.

ERP Systems

• Handle ERP user login issues, role or permission issues, workflow questions.
• Assist with navigation problems and general “how-to” inquiries.
• Gather details and document issues before escalating to ERP admins.

IBM iSeries (AS/400)

• Provide support for access issues.
• Reset user profiles and password issues.
• Monitor jobs, queues, system messages, escalate system-level issues.

General IT Support

• Provide support for Windows 11, printers, RF devices and common business applications.
• Troubleshoot basic network connectivity (Wi-Fi, DNS, shared drives).
• Maintain accurate ticket documentation and follow escalation procedures.
• Contribute to endpoint patching, imaging, and deployment standards.
• Identify opportunities to automate or streamline common support requests.

HS diploma; two or more years related experience and/or training preferred.

CERTIFICATION, LICENSES, REGISTRATIONS

Certifications or experience on IBM iSeries server preferred.

SKILLS & ABILITIES

• Strong written and verbal communication skills; able to create documentation, reports, and training materials.
• Ability to effectively present information and respond to inquiries from managers, clients, and users.
• Sound analytical and problem-solving skills to resolve a variety of user issues.
• Proficient in Microsoft Windows OS and Microsoft 365 applications.
• Experience with ERP systems, specifically Smart Distributor SD-One and Warehouse Management Systems.
• Ability to prioritize support requests and escalate when appropriate.
• Comfortable interpreting both technical and procedural documentation.
• Strong organizational skills and attention to detail.

PHYSICAL DEMANDS

Work involves standing and walking for brief periods of time, but most duties are performed from a seated position. There is potential for eye strain from reading detailed materials and looking at a computer screen. Work normally requires finger dexterity and eye-hand coordination to operate computer keyboards at a moderate skill level. The employee frequently is required to talk or hear.