Helpdesk Analyst

We are seeking an experienced IT Help Desk Analyst to provide technical support for end users across a Microsoft-centric environment. The ideal candidate will have strong experience supporting Microsoft 365, Azure/Entra ID, Windows desktops, and common end-user technologies while delivering exceptional customer service.

Responsibilities

• Serve as the primary point of contact for IT support requests via phone, email, chat, and ticketing system.
• Troubleshoot and resolve hardware, software, network, and connectivity issues.
• Support and administer Microsoft 365 applications including:
• Outlook
• Teams
• OneDrive
• SharePoint
• Exchange Online
• Manage user accounts, passwords, and permissions in:
• Active Directory
• Azure AD / Microsoft Entra ID
• Configure and troubleshoot Multi-Factor Authentication (MFA) and Single Sign-On (SSO).
• Provision, deploy, and support laptops, desktops, mobile devices, and peripherals.
• Assist with onboarding and offboarding activities, including account creation and device setup.
• Support endpoint management tools such as Microsoft Intune and Autopilot.
• Document incidents, resolutions, and procedures within the ticketing system.
• Escalate complex issues to infrastructure, security, or engineering teams as appropriate.
• Ensure compliance with IT security policies and best practices.

Qualifications:

Required Qualifications

• 2+ years of IT Help Desk, Desktop Support, or Service Desk experience.
• Experience supporting Microsoft 365 in an enterprise environment.
• Experience with Azure AD / Microsoft Entra ID user administration.
• Knowledge of:
• Windows 10/11
• Active Directory
• Exchange Online
• Teams
• SharePoint
• OneDrive
• Experience troubleshooting:
• VPN connectivity
• Printers
• Network access
• Mobile devices
• Familiarity with ticketing systems such as ServiceNow, Jira, or Zendesk.
• Strong customer service and communication skills.

Preferred Qualifications

• Experience with Microsoft Intune and Autopilot.
• Azure Fundamentals (AZ-900) certification.
• Microsoft 365 Fundamentals (MS-900) certification.
• Experience supporting hybrid cloud environments.
• PowerShell knowledge for basic administration and automation.

Technical Environment

• Microsoft 365
• Azure / Microsoft Entra ID
• Active Directory
• Intune
• Exchange Online
• Teams
• SharePoint Online
• OneDrive
• Windows 10/11
• ServiceNow
• VPN Technologies

Compensation

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