Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to provide responsive technical support for employees in New York, New York. This position focuses on maintaining a reliable end-user computing environment across devices, collaboration platforms, identity systems, and cloud-based tools. The ideal candidate brings a strong service mindset, practical troubleshooting ability, and experience supporting modern workplace technologies in a fast-paced setting.

Responsibilities:
• Resolve day-to-day technical issues involving computers, operating systems, business applications, connectivity, Microsoft 365, and other cloud services.
• Oversee administration of Microsoft 365 tools such as Outlook, Teams, OneDrive, SharePoint, Office applications, and Copilot to ensure stable user access and productivity.
• Manage identity and access functions within Microsoft Entra ID, including account and group maintenance, authentication controls, single sign-on, and secure access governance.
• Support device management programs through Microsoft Intune and Jamf by handling enrollment, compliance enforcement, software rollout, updates, and mobile device administration.
• Assist employees with enterprise AI tools, including Microsoft Copilot, ChatGPT, Claude, and related platforms, while encouraging effective and responsible usage.
• Coordinate onboarding and offboarding activities by provisioning accounts, preparing devices, assigning licenses, and reviewing access permissions.
• Provide support for meeting room and collaboration technologies, including Zoom Rooms, Microsoft Teams Rooms, Crestron, and Cisco solutions.
• Keep asset records, support documentation, knowledge articles, and operational procedures accurate and up to date.
• Contribute to infrastructure, cloud, automation, and technology implementation initiatives in partnership with internal stakeholders and external vendors.
• Participate in after-hours coverage and scheduled on-call support when needed.• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related discipline, or comparable hands-on experience.
• At least 2 years of experience in a service desk, desktop support, or technical support role.
• Working knowledge of Windows environments, Microsoft 365, Teams, Outlook, and end-user workplace technologies.
• Familiarity with Microsoft Entra ID, Active Directory, and identity or access management concepts within Microsoft 365.
• Demonstrated problem-solving ability, clear communication, strong customer support skills, and solid organization.
• Ability to balance competing tasks effectively in a busy, team-oriented environment.
• Experience with Intune, Jamf, mobile device management platforms, or IT service management tools such as Atera is advantageous.
• Exposure to collaboration room technology, enterprise AI tools, PowerShell, or automation tools is a plus.