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# Lead Help Desk Analyst

- **Company:** Vanderhouwen & Associates, Inc.
- **Location:** Vancouver, WA, United States
- **Experience:** Expert
- **Contract:** Temporary to permanent
- **Skills:** Microsoft Windows, Apple IOS, Microsoft Azure, CompTIA Network+, CompTIA Security+, Information Systems, Knowledge Management, Remote Infrastructure Management, Break Fix, Microsoft InTune, Information Technology
- **Published:** September 24, 2026
- **Apply:** https://www.vanderhouwen.com/job_posting/lead-help-desk-analyst-73342/

## About the Role

* 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.

## Description

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.