Help Desk/Desktop Support Analyst

Responsibilities

• Deliver technical assistance for desktops, laptops, mobile devices, printers, scanners, meeting room technology, and other workplace equipment.
• Diagnose and resolve issues involving Windows systems, Microsoft 365 applications, email, collaboration tools, file storage, and endpoint performance.
• Administer core Microsoft 365 functions such as account setup, license assignment, mailbox support, group management, and access to Teams, OneDrive, and SharePoint.
• Support device management activities through Microsoft Intune, including enrollment, policy configuration, application deployment, and compliance monitoring.
• Maintain endpoint health by coordinating provisioning, patch installation, security baseline application, and device lifecycle tasks.
• Aid with user account administration, permissions, directory-related support, and basic troubleshooting of access or network connectivity problems.
• Follow service desk processes to document incidents, fulfill requests, update asset records, and create or maintain technical support documentation.
• Contribute to endpoint security efforts by supporting protection tools, compliance practices, backup awareness, and standard recovery procedures.
• Work with Microsoft client operating systems and standard business applications, including Microsoft 365, Outlook, Teams, OneDrive, and SharePoint.
• Familiarize yourself with Microsoft Azure fundamentals and general cloud-based IT services.
• Support Microsoft 365 administration, including users, licensing, mailboxes, collaboration tools, and file-sharing platforms.
• Understand Microsoft Intune and endpoint management concepts such as device enrollment, configuration profiles, compliance policies, and software deployment.
• Identify and troubleshoot hardware, software, access, connectivity, performance, and endpoint security issues in a user support environment.
• Show basic knowledge of Active Directory, permissions, group policies, and foundational network troubleshooting.
• Promote strong documentation, verbal communication, and written English skills with a consistent customer-focused approach.

Requirements

• Strong knowledge of the Microsoft ecosystem.
• Clear communication skills.
• A service-oriented approach to troubleshooting and user support.