Lead Help Desk Analyst

Our client is seeking a Lead Help Desk Analyst to serve as a senior technical resource within a collaborative IT support environment. This role is ideal for a hands-on support professional who enjoys resolving complex technical issues, delivering an excellent user experience, and mentoring fellow analysts while helping strengthen service desk processes and knowledge., * Serve as a senior escalation point for complex technical incidents and service requests, providing hands-on troubleshooting and timely resolution.

• Support end users across Microsoft 365, Azure, Windows environments, and mobile devices, including Android and iOS.
• Administer and troubleshoot endpoint and mobile device configurations using Microsoft Intune and related remote management tools.
• Provide technical guidance and peer mentorship to Help Desk Analysts, assisting with troubleshooting approaches, root-cause analysis, and customer service best practices.
• Monitor ticket queues and escalations to help ensure requests are appropriately prioritized, documented, resolved, and escalated when necessary.
• Partner with engineering and other technical teams on advanced issues, providing clear troubleshooting history, technical findings, and user-impact information.
• Identify recurring incidents, technical trends, and process challenges and recommend opportunities to improve support quality and efficiency.
• Maintain and enhance technical documentation and knowledge base resources to support consistent and effective issue resolution.
• Assist with major incidents by gathering technical information, assessing user impact, supporting troubleshooting efforts, and communicating relevant updates.
• Participate in testing and implementing new tools, scripts, workflows, and procedures designed to improve service desk operations.
• Provide clear, professional updates to users throughout the support process and contribute to effective communication during service interruptions.
• Participate in an after-hours on-call rotation to support urgent technical issues as needed.

• Several years of hands-on IT help desk or service desk experience, including experience resolving complex or escalated technical issues.
• Strong experience supporting Microsoft 365, Azure, Windows systems, and remote users.
• Experience with Microsoft Intune for endpoint and mobile device management, including support for Android and iOS devices.
• Demonstrated ability to mentor, coach, or provide technical guidance to other support professionals without direct people-management responsibility.
• Strong knowledge of service desk practices, including ticket triage, prioritization, escalation, incident management, documentation, and knowledge management.
• Excellent troubleshooting and problem-solving skills with the ability to identify root causes and communicate technical concepts clearly.
• Strong interpersonal, written, and verbal communication skills with a personable, customer-focused approach.
• Ability to collaborate effectively with end users, peers, engineering teams, and other technical stakeholders.
• Associate degree in Information Systems, Information Technology, or a related field is preferred.
• Microsoft 365 Fundamentals, Azure Fundamentals, CompTIA Network+, CompTIA Security+, ITIL Foundation, or comparable certifications are preferred.