Help Desk Analyst

Essential Duties & Responsibilities

• Manage support requests using the company's Service Desk ticketing system
• Resolve issues involving end-user hardware, operating systems, Microsoft 365, account access, printers, networking, mobile devices, business applications, and engineering software
• Create, manage, and troubleshoot user accounts, permissions, and authentication using Active Directory, Microsoft Entra ID, and Microsoft 365 administration tools
• Deploy and support company systems using Microsoft Intune, Windows Autopilot, and endpoint management tools
• Absist users with software installs, configuration, updates, and licensing for company-approved applications
• Support Microsoft 365, Teams, SharePoint, Box, NetSuite, VPN, and related cloud-based services
• Support employee onboarding through workstation deployment, account provisioning, and IT orientation
• Escalate complex issues and work with senior IT staff, vendors, and business units to ensure timely resolution
• Maintain accurate documentation of troubleshooting activities, resolutions, knowledge base articles, and standard operating procedures

Qualifications

• Associate’s degree in computer science, information technology, or related technical field
• In lieu of degree, additional work experience and/or trade school is acceptable
• Minimum 3 years of professional experience in a network or desktop systems specialist role
• Certifications like CompTIA A+, Microsoft Certified Professional or similar are strongly recommended
• Knowledge of Microsoft 365 products (Office Suite, Exchange and SharePoint Online)
• Knowledge of Microsoft Active Directory management
• Must be able to lift 25 to 40 pounds

Preferred Skills

• Experience supporting Microsoft Entra ID, InTune, Windows AutoPilot, and Microsoft 365
• Experience with Oracle NetSuite, Box.com and other cloud based applications
• Experience with Service Desk ticketing systems and remote support tools
• Experience supporting and managing mobile devices