Help Desk Analyst

Help Desk AnalystPRR is a full-service communications firm that serves the transportation, environment, and health sectors. We provide integrated communications services that help clients make informed decisions and build stronger, more inclusive communities. Our clients include government agencies at the national, state, and local level; nonprofit organizations; and mission-driven private sector clients. Our commitment lies in providing an environment where our team engages with intriguing and challenging projects while integrating their professional aspirations with personal values. If you're seeking a career with a company that leaves a positive imprint on the environment, human well-being, and the communities our clients serve, PRR welcomes you.About the RoleAs our Help Desk Analyst, you'll keep our team connected and productive, both in our Seattle office and wherever our remote staff work. You'll be the first point of contact for tech issues. You'll solve hardware, software, and account problems, escalate what needs more support, and help run the systems our staff use every day.Our people do fast-moving client work, from community meetings to creative campaigns. You'll be the calm, friendly expert who gets them back to work quickly and explains fixes in plain language.What You'll DoServe as the first point of contact for help desk tickets from on-site and remote staff in person, by phone, by video, and through our HappyFox ticketing systemTroubleshoot Windows and macOS laptops, printers, conference room technology, and mobile devicesManage user accounts, licenses, and permissions in Microsoft 365, Entra ID, and Active DirectoryOnboard and offboard on-site and remote staff, including device setup, shipping, imaging, and account provisioningTrack hardware and software inventory and help plan device replacementsManage device configuration, patching, and security policies through NinjaOne mobile device management (MDM), along with multifactor authentication and endpoint protectionWrite and update how-to guides and knowledge base articles for staffEscalate complex issues to the IT team or IT management and follow them through to resolutionSpot recurring problems and recommend fixes that reduce future ticketsWhat You BringTwo to four years of help desk or desktop support experienceHands-on skill with Windows and macOS troubleshootingWorking knowledge of Microsoft 365 administration, including Exchange Online, SharePoint, and TeamsExperience with Active Directory and Entra ID account managementComfort with ticketing systems, remote support tools, and clear, consistent ticket notesBasic networking knowledge, including Wi-Fi, VPN, DNS, and DHCPStrong customer service skills and patience with nontechnical usersClear writing for instructions and documentationAbility to occasionally lift, push, or pull more than 30 pounds, with or without reasonable accommodationNice to HaveCompTIA A+, Network+, or Microsoft 365 certificationHands-on experience with NinjaOne or other MDM toolsFamiliarity with Adobe Creative Cloud license managementBasic PowerShell scriptingExperience supporting a professional services firm or creative agencyKnowledge of accessibility tools, such as screen readers and Microsoft accessibility featuresCompensation and BenefitsThe salary range for this position is $30-$35 per hour, dependent on experience and skills.Company-subsidized health and wellness plan: medical, dental, vision, and employee assistance program (EAP) plans; health savings account (HSA) with company matchPretax mass transit benefit with a company subsidyPretax flexible spending account (FSA)Pretax dependent care accountCompetitive annual paid time off (PTO)Annual professional development allowanceHome office stipendCell phone stipendGym and wellness discounts and courses through WellhubPhysical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee may be expected to work extended hours, including evenings and weekends for community events; including, but not limited to, standing or sitting for extended periods. The employee may have to occasionally lift/push/pull over 30 pounds. The employee is regularly required to talk or hear and to drive to and from project sites and events. The employee will regularly operate office equipment.PRR, Inc. is an Equal Opportunity EmployerAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.PRR is committed to fostering, cultivating, and preserving a diverse and inclusive environment. We endeavor to build a team that reflects the diversity and intersectionality of the communities we serve. People of color, multilingual, LGBTQIA, and veteran candidates as well as individuals with disabilities are strongly encouraged to apply.