Help Desk/Desktop Support Analyst

Responsibilities

• Deliver front-line and desktop support for hardware, software, and connectivity issues affecting end users and business operations.
• Troubleshoot and resolve incidents involving Windows 10 devices, Microsoft environments, and standard workplace applications.
• Manage and update service requests, incidents, and resolutions within ServiceNow to ensure accurate tracking and timely follow-up.
• Support point-of-sale systems, including Brink-related environments, Ingenico payment devices, and other store technology components.
• Administer endpoint configuration and device management tasks through Intune and assist with user access support in Entra ID and Active Directory.
• Provide remote assistance using tools such as LogMeIn and coordinate with users to restore functionality as efficiently as possible.
• Assist with network-related troubleshooting involving Meraki solutions, Cisco access points, switches, and related infrastructure components.
• Contribute to automation-focused support activities that improve repeatable processes and reduce manual effort in day-to-day operations.
• Support technical changes or platform updates, including work connected to Entra ID-related transition activities when assigned.

Requirements

• Hands-on experience in help desk or desktop support roles within a Windows-based enterprise environment.
• Strong working knowledge of ServiceNow or a similar IT service management platform for ticket handling and documentation.
• Experience supporting Microsoft Windows 10, basic user account administration, and everyday troubleshooting for desktops and peripherals.
• Practical expertise with Meraki technology or Cisco/Meraki certification, including support for access points and network switches.
• Familiarity with Intune for device management and Microsoft Entra ID and Active Directory for identity and access support.
• Experience working with point-of-sale systems and payment hardware, including card readers and retail support equipment.
• Ability to diagnose issues methodically, communicate clearly with users, and manage multiple support tasks in a fast-paced setting.