Associate Help Desk Analyst
Core
Front-line IT support resolving common technical issues for employees and contractors via phone, email, and tickets.
Role type
Associate Help Desk Analyst (Tier 1+)
Builds
Stable IT operations for Windows/Mac environments and Microsoft 365 services
Domain
Enterprise IT Support / Cloud Platform
Required skills
Live phone troubleshooting, Windows 11/macOS/iPadOS support, Microsoft Entra ID/Active Directory management, hardware provisioning, network connectivity (ethernet/TCP/IP), ticketing systems, documentation
Preferred skills
Experience with virtual/remote staff support, iPad enrollment and device management, VOIP telephony support, knowledge base expansion
Technologies
Windows 11, macOS, iPadOS, Microsoft 365, Microsoft Entra ID, Active Directory, Total Call Ownership ticketing system
Responsibilities
Handle Tier 1+ help desk escalations via phone, email, and tickets; Track, route, and redirect issues to correct resources; Walk customers through problem-solving processes; Maintain and update user accounts, group memberships, and access; Provision and troubleshoot end-user hardware (PCs, Macs, iPads, peripherals); Support wired and wireless networks; Document and expand ticketing and knowledge base; Support audio, video, and telepresence equipment
Seniority
Associate, 2+ years experience