Temporary Support Desk Analyst

Support Desk Analyst

We are seeking a Support Desk Analyst to provide responsive, customer-focused IT support for employees and business operations. This role serves as a primary point of contact for technical issues involving endpoint devices, Microsoft 365, business applications, user accounts, and related IT services. The ideal candidate has strong troubleshooting and communication skills, takes ownership of support tickets, and can resolve common technical issues independently while escalating more complex problems when appropriate.

Key Responsibilities

• Troubleshoot and resolve hardware, software, account, and connectivity issues.
• Support Windows, macOS, iOS, Android, and basic Linux environments.
• Provide support for Microsoft 365 applications and services.
• Manage incidents and service requests from initial contact through resolution and closure.
• Maintain clear, accurate ticket documentation and communicate status updates to users.
• Support employee onboarding, transfers, offboarding, device setup, and equipment returns.
• Assist with user accounts, access requests, software installations, updates, and device configuration.
• Maintain accurate IT asset and equipment records.
• Create and update knowledge articles and user instructions.
• Coordinate escalations with internal IT teams, vendors, and service providers.
• Identify recurring support issues and opportunities to improve IT services.
• Recognize and appropriately escalate suspected phishing, malware, unauthorized access, or other cybersecurity concerns.

Required

• Associate degree, technical training, relevant coursework, or equivalent IT experience.
• 13 years of help desk, service desk, desktop support, or technical support experience.
• Experience supporting Microsoft 365 and common endpoint operating systems.
• Familiarity with ticketing systems, remote support tools, Active Directory and/or Microsoft Entra ID, and IT asset management.
• Understanding of incident management, service requests, escalation, and basic ITIL concepts.
• Strong troubleshooting, customer service, organization, and documentation skills.
• Ability to communicate technical information clearly to non-technical users.

Preferred

• ITIL 4 Foundation, CompTIA A+, Microsoft 365 Fundamentals, or similar certification.
• Experience with Microsoft Intune, Entra ID, Autopilot, SharePoint, Teams, and OneDrive.
• Experience supporting onboarding/offboarding, device refreshes, or Microsoft 365 deployments.
• Familiarity with Apple device management and basic Linux support.
• Experience supporting technology in a structured business or operational environment.
• Bilingual Spanish/English HOUIT41