Help Desk IT Support / Technical Support

Job Title: Help Desk Analyst I (Contract – 6 Months)

Schedule: Monday – Friday, 9:00 AM – 5:00 PM

Duration: 6-Month Contract with the potential to extend or convert to a fulltime employee

Job Summary

The Tier 1 Help Desk Technician provides first-level technical support to end users by troubleshooting hardware, software, and network issues. This role serves as the initial point of contact for IT-related concerns and is responsible for resolving common issues, escalating complex problems, and ensuring a high level of customer satisfaction. The technician will support identity and access management using Microsoft Entra ID and assist with basic Microsoft Azure administration tasks.

Key Responsibilities

Serve as the first point of contact for users via phone, email, or ticketing system

Troubleshoot and resolve basic technical issues related to desktops, laptops, mobile devices, printers, and applications

Manage user accounts, permissions, and access in Microsoft Entra ID (Azure Active Directory)

Perform password resets, MFA setup, and account unlocks

Assist with onboarding/offboarding processes, including account provisioning and deprovisioning

Support basic administration tasks in Microsoft Azure (e.g., monitoring resources, assisting with VM access, basic troubleshooting)

Install, configure, and maintain software and operating systems (Windows/macOS)

Document incidents, resolutions, and processes in the ticketing system

Escalate unresolved or complex issues to Tier 2 or senior IT staff

Maintain knowledge base articles and user guides

Follow IT policies, security standards, and compliance requirements

Required Qualifications

High school diploma or equivalent (Associate’s degree in IT or related field preferred)

0–2 years of experience in a help desk or technical support role

Basic understanding of Microsoft Entra ID (Azure AD) and identity management concepts

Familiarity with Microsoft Azure fundamentals

Knowledge of Windows operating systems and common business applications (e.g., Microsoft 365)

Strong problem-solving and communication skills

Ability to prioritize tasks and manage time effectively

Preferred Qualifications

Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk)

Basic networking knowledge (TCP/IP, DNS, DHCP)

Understanding of cybersecurity best practices

Relevant certifications such as:

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