IT Help Desk Analyst

About the role

IT Help Desk Analyst serves as the first point of contact for all IT-related support requests across the organization. In our network heavy environment with complex data volumes, a large physical facility footprint, and a sizable remote workforce, this role delivers fast, friendly and effective technical assistance to keep employees productive and minimize downtime.

Responsibilities

• Provides Tier I technical support for hardware, software, network connectivity, and application issues.
• Receives, logs, prioritizes, and resolves help desk tickets via phone, email, chat, Teams, and in-person requests.
• Affords assistance with installation, updates, and basic configuration of approved software and applications.
• Performs password resets, account unlocks, and basic Active Directory / Entra ID user management.
• Guides users through VPN connections, remote desktop access, and secure file-sharing procedures.
• Troubleshoots and supports communication devices including conference room AV equipment.
• Delivers remote assistance to off-site locations and remote workers using tools like Bomgar.
• Affords on-site support to local satellite offices as needed.
• Documents all interactions, troubleshooting steps, and resolutions in the ticketing system for knowledge sharing.
• Affords assistance with IT compliance, audit readiness, and security maintenance efforts.
• Maintains accurate records of IT service work and asset management.
• Contributes to a positive work environment through professional, productive communication and effective working relationships, while delivering consistent, responsive, and high-quality customer experience in all interactions with customers, clients, co-workers, and management.
• Maintains regular attendance including being at work, being on time to work and working full shifts.

Qualifications

• Summary of Education, Experience & Certification: Associate degree (AA) in Information Technology or equivalent and 3 years related experience; or equivalent combination of education and experience.
• Employees working on programs subject to International Traffic in Arms Regulations must qualify as a US Person which is defined as a US Citizen, a Permanent Resident who does not work for a foreign company/foreign government/foreign governmental agency or organization, or a political asylee for legal compliance purposes.

Competencies

• Greenpoint Core Competencies: Adaptability, Communications, Dependability, Initiative, Teamwork, Work Quality.
• Job Core Competencies: Customer Service, Judgment, Problem Solving, Self-Management.

Knowledge, Skills & Abilities

• Experience Administering Active Directory Users, Groups and Computers in Windows Server 2024.
• Experience troubleshooting and maintaining Microsoft Outlook client.
• Experience supporting Microsoft 365 applications.
• Demonstrated experience with Windows 11.
• Strong customer service background and technical writing skills.
• Excellent time management and organizational skills; ability to handle multiple tickets simultaneously.
• Ability to communicate well in person, email, and telephone.
• Ability to work effectively in a highly organized manner and be detail oriented.
• Ability to work well independently and cross-functionally as part of an established and growing team.
• Ability to ensure effective follow-up and follow-through.
• Highly self-motivated and customer-service focused.
• Ability to read, analyze, and interpret technical documents.
• Ability to effectively present information and respond to questions within all levels of an organization.
• Ability to sit for extended periods of time, use hands to lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds, and have close/color vision ability to adjust focus.
• Valid driver license required.
• Ability to travel as required.
• Ability to work overtime as required.

Pay & Benefits

The expected WA salary range for this position is between $48,000.00 - $63,000.00. Actual compensation will be determined based on experience, education, location, and other factors permitted by law. Our suite of comprehensive benefits include: healthcare (medical, dental & vision), life insurance, paid time off, and a 401(k) savings plan with company match.