Help Desk/Desktop Support Analyst

We are looking for an experienced Help Desk/Desktop Support Analyst to provide advanced technical support for end users in Newport, Rhode Island. This position is suited for a hands-on, detail-oriented individual who can diagnose complex issues across desktops, collaboration platforms, identity tools, and network-connected environments while delivering a high standard of service. The role also requires clear communication, strong documentation habits, and the ability to support both everyday user needs and higher-priority escalations effectively.

Responsibilities:

• Provide high-level desk-side and remote support for hardware, software, account access, and connectivity issues across a multi-system environment.

• Act as an escalation point for complex incidents, independently investigating root causes and driving issues through resolution with full ownership of assigned tickets.

• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, Intune, Autopilot, and Entra ID, to support user access, device management, and collaboration needs.

• Manage and troubleshoot core identity and endpoint technologies such as Active Directory, Group Policy, and Windows-based desktop environments.

• Diagnose network-related problems involving TCP/IP, VLANs, wireless infrastructure, and voice or endpoint connectivity to restore reliable user service.

• Maintain detailed service records, document troubleshooting steps, and follow established IT support procedures and compliance standards consistently.

• Deliver responsive support to employees and senior business stakeholders, adapting technical explanations to match varying levels of user experience.

• Travel between supported office locations as needed and assist with occasional on-site support requirements outside the primary office.

• Contribute to a security-focused support model by applying best practices for access control, device administration, and incident handling.

Qualifications:

• At least 5 years of experience in IT support or service desk operations, including 2 or more years handling advanced issues in a senior or escalation capacity.
• Proven ability to resolve challenging technical problems across multiple systems without close supervision.
• Expert-level Microsoft 365 administration experience covering Exchange Online, Teams, SharePoint, Intune, Autopilot, and Entra ID.
• Strong knowledge of Active Directory, Group Policy, Windows 10, and desktop support fundamentals in enterprise environments.
• Working understanding of networking concepts such as TCP/IP, VLANs, wireless access points, and general network troubleshooting.
• Excellent written and verbal communication skills, with the ability to support users ranging from non-technical staff to senior leadership.
• Consistent approach to documentation, ticket management, and adherence to established support and compliance practices.
• Valid driver’s license and dependable personal transportation for travel between office locations and periodic regional visits.

Compensation

$80,000.00-$100,000.00 Yearly

About Us

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