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IT Help Desk Analyst
About the position
IT Help Desk Analyst serves as the first point of contact for all IT-related support requests across the organization. In our network heavy environment with complex data volumes, a large physical facility footprint, and a sizable remote workforce, this role delivers fast, friendly and effective technical assistance to keep employees productive and minimize downtime.
Responsibilities
- Provides Tier I technical support for hardware, software, network connectivity, and application issues.
- Receives, logs, prioritizes, and resolves help desk tickets via phone, email, chat, Teams, and in-person requests.
- Participates in Employee Onboarding/Offboarding Tasks, including account provisioning, workstation and peripheral setups.
- Assists with installation, updates, and basic configuration of approved software and applications.
- Supports mobile device enrollment, configuration, and troubleshooting through MDM tools (e.g., Intune).
- Performs password resets, account unlocks, and basic Active Directory / Entra ID user management.
- Guides users through VPN connections, remote desktop access, and secure file-sharing procedures.
- Troubleshoots and supports communication devices including conference room AV equipment.
- Delivers remote assistance to off-site locations and remote workers using tools like Bomgar.
- Provides on-site support to local satellite offices as needed.
- Documents all interactions, troubleshooting steps, and resolutions in the ticketing system for knowledge sharing.
- Assists with IT compliance, audit readiness, and security maintenance efforts.
- Maintains accurate records of IT service work and asset management.
- Contributes to a positive work environment through professional, productive communication and effective working relationships, while delivering consistent, responsive, and high-quality customer experience in all interactions with customers, clients, co-workers, and management.
- Maintains regular attendance including being at work, being at work, being on time to work and working full shifts.
- Other duties may be assigned.
Requirements
- Associate degree (AA) in Information Technology or equivalent and 3 years related experience; or equivalent combination of education and experience.
- Experience Administering Active Directory Users, Groups and Computers in Windows Server 2024.
- Experience troubleshooting and maintaining Microsoft Outlook client.
- Experience supporting Microsoft 365 applications.
- Demonstrated experience with Windows 11.
- Strong customer service background and technical writing skills.
- Excellent time management and organizational skills; ability to handling multiple tickets simultaneously.
- Ability to communicate well in person, email, and telephone.
- Ability to work effectively in a highly organized manner and be detail oriented.
- Ability to work well independently and cross-functionally as part of an established and growing team.
- Ability to ensure effective follow-up and follow-through.
- Highly self-motivated and customer-service focused.
- Ability to read, analyze, and interpret technical documents.
- Ability to effectively present information and respond to questions within all levels of an organization.
- Ability to sit for extended periods of time, use hands to lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds, and have close/color vision ability to adjust focus.
- Valid driver license required.
- Ability to travel as required.
- Ability to work overtime as required.
Nice-to-haves
- Employees working on programs subject to International Traffic in Arms Regulations must qualify as a US Person which is defined as a US Citizen, a Permanent Resident who does not work for a foreign company/foreign government/foreign governmental agency or organization, or a political asylee for legal compliance purposes.
Benefits
- healthcare (medical, dental & vision)
- life insurance
- paid time off
- a 401(k) savings plan with company match
