Help Desk Analyst

Help Desk Analyst

The Help Desk Analyst is the first point of contact for employees requiring technical assistance and support across Structural Integrity Associates and its subsidiaries. This role is responsible for responding to support requests, troubleshooting technical issues, documenting resolutions, and escalating issues when appropriate.

The position supports a wide range of technologies including end-user hardware, Microsoft 365, mobile devices, printers, conferencing technologies, remote access solutions, engineering software, and enterprise business applications. This position is best suited for someone who enjoys helping people, learning new technologies, and working collaboratively within a high performing team in a fast-paced environment.

Essential Duties & Responsibilities:

• Manage support requests using the company's Service Desk ticketing system
• Resolves issues involving end-user hardware, operating systems, Microsoft 365, account access, printers, networking, mobile devices, business applications, and engineering software.
• Create, manage, and troubleshoot user accounts, permissions, and authentication using Active Directory, Microsoft Entra ID, and Microsoft 365 administration tools.
• Deploy and support company systems using Microsoft Intune, Windows Autopilot, and endpoint management tools.
• Assist users with software installs, configuration, updates, and licensing for company-approved applications.
• Support Microsoft 365, Teams, SharePoint, Box, NetSuite, VPN, and related cloud-based services.
• Support employee onboarding through workstation deployment, account provisioning, and IT orientation.
• Escalate complex issues and work with senior IT staff, vendors, and business units to ensure timely resolution.
• Maintain accurate documentation of troubleshooting activities, resolutions, knowledge base articles, and standard operating procedures.

Qualifications:

• Associate's degree in computer science, information technology, or related technical field. In lieu of degree, additional work experience and/or trade school is acceptable.
• Minimum 3 years of professional experience in a network or desktop systems specialist role
• Certifications like CompTIA A+, Microsoft Certified Professional or similar are strongly recommended.
• Knowledge of Microsoft 365 products (Office Suite, Exchange and SharePoint Online).
• Knowledge of Microsoft Active Directory management.
• Must be able to lift 25 to 40 pounds

Preferred Skills:

• Experience supporting Microsoft Entra ID, InTune, Windows AutoPilot, and Microsoft 365.
• Experience with Oracle NetSuite, Box.com and other cloud based applications.
• Experience with Service Desk ticketing systems and remote support tools.
• Experience supporting and managing mobile devices