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# Helpdesk Analyst

- **Company:** Enchanted Rock Management LLC
- **Location:** Houston, TX, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple IOS, Apple Mac Systems, Business Software, Identity and Access Management, Virtual Private Networks (VPN), Network Troubleshooting, Networking Basics, Windows PowerShell, Wide Area Networks, Office365, Microsoft InTune, Information Technology, User Administration
- **Published:** May 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=017f582805f4dbf5

## About the Role

Do you have experience in macOS?, Do you have a Bachelor's degree?, * Bachelor's degree in Information Technology, Computer Information Systems, Computer Science, or equivalent practical experience.

 * 3-5 years of experience in IT support, service desk, or helpdesk environments.
 * Working knowledge of:
 + Microsoft 365 administration (basic to intermediate)
 + Windows OS, MacOS, iOS, and common business applications
 + Identity and access administration
 * Ability to clearly document technical issues and resolutions, including problem descriptions, troubleshooting steps, and resolution notes.
 * Strong communication skills with the ability to explain technical concepts in a clear, user-friendly manner.
 * Demonstrated ability to manage multiple priorities effectively in a fast-paced environment., * Relevant certifications preferred, including:
 + CompTIA A+ and/or Network+
 + Microsoft certifications such as MS-102, MS-700, MS-900, SC-300, or AZ-104
 * Experience supporting Microsoft 365, Entra ID, Exchange Online, and endpoint management tools.
 * Familiarity with remote monitoring and management (RMM) or ITSM platforms.
 * Experience troubleshooting network connectivity issues including LAN/WAN and VPN environments.
 * PowerShell troubleshooting and automation experience preferred.
 * Experience supporting a distributed or field-based workforce is a plus.

## Description

* Serve as the first point of contact for technical support requests and provide a high level of customer service in all user interactions.
 * Troubleshoot and resolve issues related to Windows and MacOS endpoints, Microsoft 365 applications, identity and access management, and basic networking.
 * Manage user lifecycle activities including onboarding, offboarding, account provisioning, device management, licensing, and access requirements.
 * Support collaboration and endpoint management tools including Teams Rooms, Intune policies, device compliance, provisioning, and resets.
 * Collaborate with cross-functional IT teams to support system upgrades, deployments, and operational improvements.
 * Contribute to knowledge base documentation, end-user training, and process improvements to reduce recurring support issues.


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