Help Desk Analyst I

Job Description

Job Description

We are looking for a Help Desk Analyst to join an onsite support team. This position is ideal for someone who enjoys resolving technical issues, supporting a large user population, and contributing to a fast-moving service environment. The role will focus on end-user support, device preparation, and ticket-based troubleshooting while helping strengthen service quality across the IT organization.

Responsibilities:

• Provide first-line technical assistance for hardware, software, and access-related issues submitted through calls and service desk tickets.

• Prepare and deploy laptops using Microsoft Autopilot, ensuring devices are configured accurately for end users.

• Support Windows 10/11 environments by diagnosing common desktop issues and restoring user productivity efficiently.

• Troubleshoot account and identity concerns involving Azure Active Directory and related access tools.

• Document incidents, resolutions, and recurring problems clearly to improve team knowledge resources and support consistency.

• Assist with application rollouts and other IT service changes by addressing user questions and resolving adoption issues.

• Collaborate with internal service desk and field support teams to escalate complex problems and maintain service levels.

• Deliver onsite support five days per week while managing ticket volume in a high-demand, customer-facing environment.

• 2+ years of experience providing help desk support in an enterprise IT environment.

• Working knowledge of Microsoft Windows 10/11 and general desktop troubleshooting practices.

• Familiarity with ticketing systems and disciplined case documentation.

• Hands-on experience with Microsoft Intune is strongly preferred.

• Experience imaging or provisioning laptops with Microsoft Autopilot is highly desirable.

• Understanding of Azure Active Directory and basic user access support.

• Ability to work effectively in a large organization with high ticket volume and diverse end-user needs