Help Desk

Job Description

Job Description

Description:

Position Summary

The Help Desk Analyst serves as the primary point of contact for technical support requests and is responsible for delivering exceptional customer service to employees across the organization. This role provides Tier 1 and Tier 2 support for desktop computers, laptops, mobile devices, business applications, Microsoft 365 services, printers, and conferencing technologies. The Help Desk Analyst troubleshoots hardware and software issues, documents support activities, provisions user accounts and equipment, and ensures timely resolution of incidents while escalating complex infrastructure, server, network, and security issues to senior IT personnel. This position is focused on end-user support and operational excellence rather than systems administration.

Key Responsibilities

End-User Support

• Serve as the first point of contact for IT support requests received through the ticketing system, email, phone, and walk-up support.
• Diagnose and resolve Tier 1 and Tier 2 hardware, software, and connectivity issues.
• Provide remote and hands-on support for Windows 10/11 computers, macOS devices, mobile devices, printers, and peripheral equipment.
• Troubleshoot Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
• Install approved software and ensure systems remain compliant with company standards.
• Escalate unresolved issues to senior IT staff, vendors, or appropriate support teams.

User Account Administration

• Create, modify, and disable user accounts following documented procedures.
• Perform password resets, account unlocks, and basic access management requests.
• Support employee onboarding and offboarding activities by provisioning and recovering equipment and system access.
• Assist users with multi-factor authentication (MFA) enrollment and self-service password management.

Device Deployment & Asset Management

• Configure and deploy laptops, desktops, monitors, and mobile devices using standard company procedures.
• Maintain accurate inventory records for hardware and software assets.
• Coordinate equipment replacements, upgrades, and warranty repairs.
• Assist with technology refresh projects and workstation moves.

Collaboration & Conference Room Support

• Support conference room technology, audiovisual equipment, and Microsoft Teams meeting rooms.
• Provide technical assistance during important meetings, presentations, and company events.
• Coordinate with vendors and service providers when support or repairs are required.

Documentation & Process Improvement

• Document incidents, resolutions, and troubleshooting activities within the IT service management platform.
• Create and maintain knowledge base articles and user support documentation.
• Identify recurring issues and recommend process improvements to improve the user experience.

Success Factors

• Demonstrates excellent customer service and professionalism.
• Responds promptly and effectively to support requests.
• Maintains strong attention to detail and accurate documentation.
• Works effectively both independently and as part of a team.
• Shows a willingness to learn new technologies and support processes.
• Consistently meets service level expectations and departmental goals.

Work Environment & Physical Requirements

• Hybrid work environment with periodic in-office presence required.
• Occasional travel between office locations may be required.
• Ability to lift and move computer equipment weighing up to 30 pounds.
• Extended periods of sitting, computer use, and telephone communication.
• Occasional after-hours support may be required for business-critical needs.

Associate degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

Minimum 1-3 years of experience in a help desk, desktop support, service desk, or end-user support role.

Experience supporting Windows 10/11 operating systems and Microsoft 365 applications.

Familiarity with Active Directory or Microsoft Entra ID user account management.

Basic understanding of networking concepts including Wi-Fi, VPN, DNS, and printer connectivity.

Experience using an IT ticketing system such as Service Desk Plus, ServiceNow, Jira Service Management, Zendesk, or a similar platform.

Strong troubleshooting, problem-solving, and customer service skills.

Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.

Preferred Qualifications

CompTIA A+ certification.

CompTIA Network+ certification.

Microsoft 365 Fundamentals or other Microsoft certification.

Experience supporting Microsoft Teams and conference room technologies.

Familiarity with device management tools such as Microsoft Intune.

Experience supporting hybrid and remote work environments.