Help Desk Analyst

· Provide technical support via phone, email, walk-up requests, and the ticketing system.

· Troubleshoot issues involving Windows operating systems, Microsoft 365 applications, hardware, peripherals, printers, mobile devices, and network connectivity.

· Document incidents, service requests, troubleshooting steps, and resolutions.

· Manage support requests through resolution while maintaining communication with end users.

· Create and maintain user accounts, permissions, mailboxes, distribution groups, and access requests.

· Support employee onboarding and offboarding activities.

· Configure, deploy, image, and replace desktops, laptops, and mobile devices.

· Coordinate hardware repairs and vendor support when required.

· Collaborate with Infrastructure, Security, Network, Application, and vendor support teams as needed to resolve issues while maintaining ownership and communication with end users.

· Maintain and update technical documentation and knowledge base articles.

· Participate in technology rollouts, hardware refreshes, patching activities, and IT projects.

· Assist with software deployment, endpoint maintenance, and compliance initiatives.

· Perform other duties as assigned.

The ideal candidate is customer-focused, eager to learn, and thrives in a fast-paced environment. This position offers the opportunity to develop technical skills while gaining exposure to endpoint management, Microsoft 365 administration, software deployment, patch management, and enterprise IT operations., · 1-3 years of Help Desk, Desktop Support, or related IT experience.

· Experience supporting Windows desktops and laptops.

· Experience supporting or administering Active Directory and Microsoft 365 in a business environment.

· Strong customer service and communication skills.

· Strong troubleshooting and problem-solving abilities.

· Ability to work effectively in a fast-paced environment.

· Ability to manage multiple priorities simultaneously.

· Willingness to learn endpoint management, software deployment, patch management, automation, and enterprise IT administration.

· Ability to lift and move IT equipment up to 50 pounds.

Preferred Qualifications

· Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field.

· Experience with ticketing systems and service management processes.

· Experience supporting Microsoft Teams, Exchange Online, and OneDrive.

· Exposure to endpoint management tools such as SCCM, Intune, or Ivanti.

· Exposure to software deployment and patch management processes.

· Basic understanding of endpoint security and vulnerability remediation concepts.

· Familiarity with CVEs (Common Vulnerabilities and Exposures) and security updates is a plus.

· CompTIA A+, Network+, Microsoft Fundamentals, or similar certifications., * Help desk: 4 years (Preferred)

• Microsoft 365: 4 years (Preferred)
• Active Directory: 4 years (Preferred)
• SCCM: 4 years (Preferred)
• Ivanti : 2 years (Preferred)