Help Desk Support Analyst

Job Title: Help Desk Support Analyst The Help Desk Support Analyst provides primarily phone and remote support to over 1,700 users, resolving technical issues related to Windows 11, Microsoft Office 2016/365, Outlook, Active Directory, Citrix, VPN, mobile devices, MobileIron MDM, Intune, Zoom, and iManage document management. You use Ivanti as the main ticketing and IT service management platform while delivering a high level of customer service in a fast‑paced, professional environment. The schedule for this role is Monday through Friday, 11:00 a.m. to 7:00 p.m. Responsibilities Provide first‑line phone and remote support to a large user base, handling the initial call from end users and accurately documenting issues in the ticketing system. Troubleshoot and resolve issues related to Windows 11, including operating system performance, configuration, and user profile problems. Support Microsoft Office 2016/365 and Outlook, including email configuration, calendar issues, and productivity application troubleshooting. Administer and troubleshoot user access and permissions in Active Directory, including account lockouts, password resets, and group membership changes. Support remote access technologies such as VPN and Citrix, including connectivity issues, authentication problems, and session performance. Provide support for mobile devices and mobile device management (MDM) platforms, including MobileIron and Intune, addressing configuration, security, and synchronization issues. Assist users with Zoom and other collaboration tools, including meeting setup, audio/video issues, and integration with other systems. Support iManage document management, including user access, document retrieval, and basic troubleshooting of document‑related issues. Use Ivanti or similar ITSM tools to log, track, prioritize, and resolve incidents and service requests within defined service levels. Deliver excellent customer service by communicating clearly, setting expectations, and following up with users to ensure issues are fully resolved. Collaborate with team members and, when necessary, elevate complex issues to appropriate support tiers. Adhere to established procedures and best practices while contributing feedback to improve support processes and user experience. Essential Skills At least 3–5 years of service desk or help desk support experience in a corporate environment. Proven experience taking initial calls from end users and providing first‑line technical support. Strong troubleshooting skills with Windows 11 in a corporate setting. Hands‑on experience supporting Microsoft Office 2016/365 and Outlook. Working knowledge of Active Directory, including user and access troubleshooting. Experience supporting VPN and remote access technologies. Experience supporting mobile devices and mobile device management (MDM) solutions. Experience with a ticketing or ITSM system such as Ivanti, ServiceNow, or a similar platform. Strong customer service skills with a focus on user satisfaction. Strong verbal and written communication skills, with the ability to explain technical issues clearly to non‑technical users. Additional Skills & Qualifications Experience with MobileIron MDM and Microsoft Intune. Experience supporting iManage document management systems. Experience working in a legal or professional services environment. Familiarity with Citrix environments and remote desktop technologies. Experience supporting Zoom and other collaboration tools. Ability to perform effectively in a high‑pressure, fast‑paced environment. Job Type & Location This is a Contract position based out of New York, NY. Pay and Benefits The pay range for this position is $27.00 - $29.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits may include: Medical, dental & vision Critical Illness, Accident and Hospital 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Paid Time Off / Leave (PTO, vacation or sick leave) Work Environment You work in a high‑pressure legal firm environment that demands responsiveness, accuracy, and professionalism. The support team relies on technologies such as Windows 11, Microsoft Office 2016/365, Active Directory, Citrix, VPN, Ivanti, MobileIron, Intune, Zoom, and iManage. The role follows a Monday–Friday schedule from 11:00 a.m. to 7:00 p.m., supporting users who depend heavily on technology to meet tight deadlines and deliver critical work. The setting emphasizes a professional appearance and demeanor, with a strong focus on reliability, accountability, and consistent service quality. Application Deadline This position is anticipated to close on Jun 9, 2026. Equal Opportunity Employment and Legal The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr TEKsystems