Help Desk/Desktop Support Analyst

• Provide front-line technical assistance for employees by addressing desktop, laptop, software, and access-related issues through the service desk queue.

• Support and troubleshoot Microsoft 365 applications, Windows operating systems, and common enterprise tools to restore user functionality quickly.

• Administer user accounts, permissions, and group access within Active Directory while following established support procedures.

• Investigate and resolve basic to intermediate connectivity problems involving network access, devices, and related infrastructure components.

• Assist with the support and maintenance of Windows Server environments, including routine issue resolution and escalation when needed.

• Help monitor and troubleshoot virtualized systems running on VMware and Hyper-V platforms to support business continuity.

• Document incidents, service requests, troubleshooting steps, and resolutions accurately within the ticketing system.

• Identify underlying infrastructure concerns and take appropriate action to diagnose, resolve, or escalate issues impacting system performance.

• Contribute to Azure-related support tasks, including assisting with access, configuration troubleshooting, and general cloud environment support. Requirements * Experience supporting end users in a help desk or desktop support capacity within a Microsoft-centric environment.

• Working knowledge of Active Directory, including user account administration and access management.

• Hands-on experience with Windows 10 and Microsoft Windows troubleshooting for desktops and laptops.

• Familiarity with Microsoft 365 or Office 365 support, including common application and account-related issues.

• Ability to manage service desk tickets effectively while prioritizing requests and maintaining clear documentation.

• Understanding of basic troubleshooting methods for hardware, software, and connectivity issues.

• Exposure to Windows Server, Azure, VMware, or Hyper-V in an enterprise support setting is preferred. Technology Doesn’t Change the World, People Do.®

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