Help Desk Analyst
Core
Initial point of contact for IT support, troubleshooting hardware/software/access/connectivity issues, and providing high-touch support for executive users.
Role type
Help Desk Analyst
Builds
Resolved IT tickets and maintained user access within Microsoft 365 and Azure environments
Domain
IT Support / Desktop Support
Deliverable
client delivery
Required skills
ticketing platform proficiency, Windows troubleshooting, networking basics, Microsoft 365 administration, account setup and administration, escalation management, process improvement
Preferred skills
Office 365 administration, Azure exposure, virtual desktop experience, basic scripting
Technologies
JIRA, Microsoft 365, Office 365, Azure, Windows, SharePoint
Responsibilities
Serve as initial contact for IT support needs; troubleshoot and resolve common hardware, software, access, and connectivity problems; log, monitor, and refresh service tickets; support Microsoft 365 applications and tools; assist with employee onboarding and offboarding; escalate complex issues; provide high-touch support for executive users; support conference room technology; follow internal IT procedures and security best practices; identify recurring issues to improve processes.
Seniority
Junior to Mid-level, hands-on IC