Help Desk/Desktop Support Analyst

Responsibilities

• Deliver first-line technical support for staff by diagnosing and resolving issues related to desktops, laptops, software, and workplace technology.
• Investigate and fix problems involving Microsoft 365, Windows systems, mobile devices, printers, connectivity, and telecom tools.
• Administer user access by creating, updating, and securing accounts, passwords, and permissions within Microsoft 365 and Entra ID.
• Prepare, deploy, track, and maintain computers and other IT equipment to support daily business operations.
• Aid employees with enterprise applications, including EHR platforms and other business-critical systems.
• Support onboarding and offboarding activities by setting up or removing technology access and guiding users through required tools and processes.
• Record support activity thoroughly in the ticketing system and route more complex issues to the appropriate technical teams when needed.
• Help uphold cybersecurity, privacy, and compliance expectations by following established IT and information security practices.

Requirements

• At least 2 years of experience in help desk, desktop support, or a similar technical support role.
• Practical knowledge of Microsoft Windows 10, Microsoft 365, basic troubleshooting methods, and end-user support best practices.
• Familiarity with service desk ticket management and documenting technical issues clearly and accurately.
• Experience working with Microsoft Entra ID, including user account and access administration.
• Ability to support hardware, software, printers, mobile devices, and basic network-related issues.
• Strong communication and customer service skills with the ability to assist non-technical users effectively.
• Valid driver's license and willingness to travel between nearby work locations.
• Experience supporting EHR systems or working in regulated environments is preferred.