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# Associate Help Desk Analyst

- **Company:** CCC Information Services
- **Location:** Sioux Falls, SD, United States
- **Experience:** Experienced
- **Salary:** $51,750.0 - $62,171.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Macintosh Computers, Apple Mac Systems, Software Applications, User Authentication, VoIP, Multi-Factor Authentication, Ethernet, Azure Active Directory, TCP/IP, Wireless Networks, Peripherals, Computer Equipment, User Accounts
- **Published:** October 27, 2026
- **Apply:** https://www.dice.com/job-detail/b2ee8233-e88e-4643-85e9-4b93eb486662

## About the Role

* Proven working experience in providing help desk support, Live phone troubleshooting required.
 * Ability to learn and pick up concepts quickly
 * Working knowledge of Windows 11, macOS, iPadOS, and Microsoft 365
 * Experience maintaining and updating existing Microsoft Entra ID and Active Directory user accounts, group memberships, authentication settings, and access preferred
 * Experience supporting Mac and PC hardware, iPads and other mobile devices, printers, scanners, and computer peripherals
 * Client PC connectivity - ethernet, TCP/IP
 * Strong customer service and troubleshooting skills
 * Ability to communicate technical information, both verbal and written to a wide range of end-users.
 * Experience working with virtual / remote staff members
 * 2+ years experience working in a Windows/Mac/environment

## Description

The CCC IT Help Desk Technician provides local and remote technical support for employees and contractors. Candidates should combine strong technical and customer service skills with a passion for technology and helping people. As a front-line representative of IT, the technician resolves common technical issues and supports assigned services while maintaining CCC's standards for customer value. The CCC IT Help Desk supports Windows PCs, Macs, iPads and other mobile devices, Microsoft 365, Microsoft Entra ID access and authentication, video conferencing, printers, and other common workplace technology., * Handle Tier 1+ help desk escalations through tickets, email, (phone- required).

 * Tracking, routing and redirecting issues to correct resources
 * Follow up on outstanding requests and ensure timely resolution
 * Walk customers through problem solving process
 * Ensure proper recording, documentation, and closure utilizing Total Call Ownership
 * Recommended procedure modifications or improvements
 * Maintain and update existing Microsoft Entra ID user accounts, group memberships, and assigned access, and configure hardware as part of new-hire onboarding and ongoing support processes
 * Provision, configure, troubleshoot, and support end-user hardware, including Windows PCs, Macs, iPads, and related peripherals
 * Support iPad enrollment, application access, connectivity, updates, and common mobile-device issues using approved device-management tools and processes
 * Troubleshoot Microsoft Entra ID sign-in, multifactor authentication, password, group membership, and access issues; escalate identity and security concerns according to established procedures
 * Setup and support of desktop applications
 * Provision and support of end user VOIP telephony equipment
 * Support wired and wireless networks
 * Documenting and expanding the ticketing and internal knowledge base
 * Support audio, video, and telepresence equipment in conference rooms
 * Other duties may be added and/or assigned as needed