Help Desk Analyst

The Help Desk Analyst is the first point of contact for employees who need technology help. This role provides Level 1 and Level 2 support for end-user devices, Microsoft 365, user accounts and business applications, resolving issues by phone, email, Teams chat and in person. They troubleshoot and document incidents in the ticketing system, escalate complex infrastructure and application issues to the Senior Help Desk Analyst or application teams, and help employees get the most out of the tools they use every day, all while delivering exceptional customer service., * Respond to support requests submitted by phone, email, Teams chat and walk-up in a timely and professional manner

• Log, prioritize, track and resolve tickets in the ticketing system within service-level objectives
• Troubleshoot and resolve hardware, software, printing, connectivity and peripheral issues
• Provide remote support to in-office and remote employees using remote support tools
• Escalate complex infrastructure and application issues to Senior Help Desk Analyst or application teams with complete notes and troubleshooting steps
• Follow up with users to confirm issues are fully resolved and close tickets

User Accounts and Access:

• Create, modify and disable user accounts in Microsoft Entra ID and Microsoft 365
• Reset passwords, manage multi-factor authentication and resolve sign-in and access issues
• Manage Exchange Online mailboxes, distribution lists, shared mailboxes and mailbox permissions
• Support Microsoft Teams, OneDrive and SharePoint access and usage
• Complete new hire onboarding and employee offboarding tasks accurately and on schedule

Devices and Hardware:

• Set up, configure and deploy laptops, desktops, monitors, mobile devices and peripherals
• Enroll and support devices in Microsoft Intune, including applying policies and installing approved software
• Maintain accurate hardware and software asset inventory
• Support conference room technology, phones and video meeting equipment
• Coordinate hardware repairs, replacements and warranty claims with vendors

Application Support:

• Provide first-line support for business applications, including recruiting, payroll and productivity tools
• Assist users with application access, basic configuration and how-to questions
• Report recurring application issues and defects to Senior Help Desk Analyst, application teams and vendors

Documentation, Training and Security:

• Create and maintain knowledge base articles, how-to guides and troubleshooting procedures
• Train employees on company technology, tools and best practices
• Follow security policies and help identify and report phishing, suspicious activity and security concerns
• Identify recurring issues and recommend improvements to support processes.
• Participate in IT projects and technology rollouts as needed
• Other duties as assigned

• Associate degree or technical certification in Information Technology desired (CompTIA A+, Network+ or Microsoft 365 certifications a plus)
• 1+ years’ experience in a help desk, desktop support or technical support role
• Working knowledge of Windows 10/11 and Microsoft 365 applications, including Outlook and Teams
• Familiarity with Microsoft Entra ID, Intune and Exchange Online, or equivalent technologies
• Basic understanding of networking concepts, including TCP/IP, DNS, Wi-Fi and VPN
• Experience with ITSM/ticketing platforms
• Strong troubleshooting and problem-solving skills
• Strong verbal and written communication skills, with the ability to explain technical topics to non-technical users
• Ability to communicate professionally with a focus on customer service
• Ability to manage multiple requests, prioritize effectively and stay calm under pressure
• Self-starter with proven track record of initiative and follow through

My Team:

• This position does not require direct supervisory responsibility.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is regularly required to sit and stand; occasionally required to walk, stoop, kneel and crouch. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.