Senior Help Desk Analyst

Help Desk Analyst (on-site/in-office opportunity)

Summary

We are seeking a Help Desk Analyst to provide first-level technical support to end users across the organization. The ideal candidate will have experience supporting Windows environments, Active Directory administration, VPN connectivity, and ticket management systems. This role requires strong troubleshooting skills, excellent customer service, and the ability to resolve technical issues via phone, email, and remote support tools

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Key Responsibilities

Provide technical support for desktop, laptop, mobile device, and application issue

• Troubleshoot and resolve hardware, software, operating system, and network connectivity problem
• Support and administer Microsoft Windows operating systems and related application
• Create, modify, disable, and manage user accounts in Active Director
• Assist users with password resets, account lockouts, group memberships, and access permission
• Troubleshoot VPN connectivity issues and provide remote access support for employee
• Manage, track, and resolve incidents and service requests through the organization's ticketing system
• Answer incoming support calls and provide timely, professional customer service
• Escalate complex technical issues to appropriate support teams when necessary
• Document troubleshooting steps, resolutions, and knowledge base articles
• Configure and deploy workstations, printers, and peripheral devices
• Maintain compliance with IT security policies and procedures

Required Qualifications

• 3 years of Help Desk, Desktop Support, or Technical Support experience
• Experience supporting Microsoft Windows 10/11 environments
• Hands-on experience with Active Directory user administration
• Experience working with ticketing systems such as ServiceNow, Jira, Remedy, Zendesk, or similar platforms
• Knowledge of VPN technologies and remote access troubleshooting
• Strong understanding of basic networking concepts including TCP/IP, DNS, DHCP, and Wi-Fi connectivity
• Excellent verbal and written communication skills
• Ability to prioritize and manage multiple support requests in a fast-paced environment.

Preferred Qualifications

• Experience with Microsoft 365 administration
• Familiarity with remote support tools
• Knowledge of hardware troubleshooting and device deployment
• Certifications such as CompTIA A , Network , Microsoft certifications, or equivalent

Key Skills

• Windows Support
• Active Directory
• Ticket Management Systems
• VPN Support
• Phone and Remote Support
• Troubleshooting and Problem Resolution
• Customer Service
• Microsoft 365
• Network Fundamentals
• Documentation and Knowledge Management

Work Environment

• Provide support through phone, email, chat, and ticketing system
• Job is onsite 5 days per week in office