Help Desk Analyst

About the Role

We are seeking a Help Desk Analyst to provide technical support and troubleshooting assistance to end users in a fast-paced IT environment. This individual will serve as a key point of contact for users experiencing issues related to Microsoft 365, Active Directory, and desktop technology, resolving problems remotely while delivering excellent customer service.

Responsibilities

• Provide Tier 1 and Tier 2 technical support via phone, email, chat, and remote support sessions.
• Create, modify, and manage Active Directory user accounts.
• Perform password resets, account unlocks, group membership updates, and basic Group Policy support.
• Troubleshoot and resolve Microsoft 365 issues, including Outlook, Teams, OneDrive, and other Office applications.
• Utilize remote support tools such as Bomgar, TeamViewer, or similar solutions to diagnose and resolve end-user issues.
• Document incidents, troubleshooting steps, and resolutions within the ticketing system.
• Escalate complex technical issues to appropriate support teams when necessary.
• Provide excellent customer service while communicating technical solutions to non-technical users.
• Follow established support procedures and service level agreements (SLAs).
• Contribute to knowledge base documentation and process improvements.

Requirements

• Experience administering Active Directory, including:
  • User account creation
  • Password resets
  • Group membership management
  • Basic Group Policy support
• Experience providing remote support using tools such as:
  • Bomgar
  • TeamViewer
  • Remote Desktop
  • Other remote assistance platforms
• Experience diagnosing, troubleshooting, and resolving issues related to:
  • Microsoft 365
  • Outlook
  • Microsoft Teams
  • OneDrive
  • Office Applications
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Customer-focused approach to technical support.

Preferred Qualifications

• Previous Help Desk or Service Desk experience in an enterprise environment.
• Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms.
• Familiarity with Windows 10/11 troubleshooting.
• Knowledge of Microsoft Entra ID (Azure AD) and Microsoft cloud technologies.

Skills

• Strong attention to detail and organizational skills.
• Ability to manage multiple tickets and priorities simultaneously.
• Team-oriented mentality with a willingness to learn.
• Ability to explain technical concepts in an easy-to-understand manner.
• Commitment to delivering exceptional end-user support.

Pay

The pay range for this position is $20.00 - $23.00/hr.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Schedule

This is a fully onsite, contract position based in Memphis, TN.

About the Company

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership.