Help Desk Analyst

Read this part first

This is a front-line support role. You will reset passwords, add people to distribution lists, fix printers, and answer the phone. We're not going to pretend otherwise.

What we care about is what you do with it.

The analysts who do well here are the ones who, after fixing the same Outlook issue for the fourth time, go find out why it keeps happening. Who read the knowledge base article they're about to follow and notice it's wrong. Who are quietly working toward something — a cert, a lab tenant, a role they want in two years — and treat this seat as the place they build the foundation for it.

What we're actually looking for:

• You're curious about why, not just how to close it
• You've taught yourself something technical because you wanted to know it, not because someone assigned it
• You'd rather ask a question that makes you look inexperienced than guess and be wrong in a client's tenant
• You write things down, and other people can follow what you wrote
• You want to be a Systems Engineer, or a security specialist, or a vCIO in a few years — and you're willing to earn it

If you're looking for a job where you follow the script, close the ticket, and don't think about it again, we're not a fit. We promote from this seat and we'd rather hire someone we can grow.

The schedule — read this before applying

This role covers three shifts: day, mid, and swing. You rotate through them on a three-month cycle, and the rotation includes weekends.

We're telling you this up front, at the top, because it's the part of this job people most often don't fully register until they're living it. If a rotating schedule with weekend coverage doesn't work for your life, it won't start working in month four. Please don't apply.

If it does work — or if you're someone who genuinely prefers a swing shift — say so. Our clients are covered around the clock and the people who cover them are compensated and staffed for it, not stretched thin.

The role

You're the first person a client talks to when something breaks. That means you're both the technical first responder and, frankly, the face of our company on the worst day of somebody's week.

You'll work primarily in Microsoft 365 — user accounts, licensing, distribution lists, shared mailboxes, group membership, Teams, SharePoint and OneDrive access — plus Windows desktop support, mobile device connectivity, and the endless variety of things that go wrong on a laptop.

You'll escalate what needs escalating. Knowing where that line is, and getting cleaner every month at pushing it further out, is most of what growth looks like in this role.

Working at MSP scale

You're not supporting one company. You're supporting many, each with its own tenant, its own standards, and its own quirks — which means the tools matter as much as the fix.

• Work daily in a PSA and ticketing system (we use HaloPSA): accurate time entry, clean notes, correct categorization
• Use an RMM platform (we use NinjaOne) to see device health, run scripted fixes, and check patch status before you start guessing
• Manage M365 across many tenants without losing track of which one you're in
• Write and improve documentation as you go — the next analyst on that client should not have to rediscover what you just learned
• Notice when the same ticket keeps coming back, and tell someone instead of absorbing it

What you should be able to do, or be close to it

We've written these as things you either can picture yourself doing or can't. We'd rather hire someone at 70% of this list with good instincts than someone at 100% who stopped being curious in 2019.

Microsoft 365 — the core of this job

• Create, modify, and disable user accounts; assign and reclaim licenses correctly
• Manage distribution lists, security groups, Microsoft 365 groups, and shared mailbox permissions
• Grant and troubleshoot SharePoint and OneDrive access without breaking inheritance for everyone else
• Set up mailbox delegation, forwarding, and out-of-office — and know when a forwarding request is actually a security red flag
• Use message trace to answer "did my email actually send" instead of guessing
• Troubleshoot Teams: audio, membership, guest access, the client that won't sign in
• Work in Entra ID: group membership, MFA registration and reset, sign-in log basics

Windows and endpoint

• Diagnose common Windows problems methodically rather than by reimaging first
• Support Outlook, Office apps, printing, and profile issues
• Understand what Intune is doing to a device and check whether a policy applied
• Get someone's mobile device connected to mail and Teams, including when MFA is in the way

Networking, at the level this role needs

• Tell the difference between "the internet is down," "the app is down," and "this one machine is down"
• Run basic connectivity diagnostics and understand what the results mean
• Get a user connected to VPN and troubleshoot when they can't
• Recognize when something is beyond first-level and escalate with useful information attached

Note: this role does not configure firewalls or make changes to client network edge devices. You escalate those.

Security awareness

• Recognize a phishing report for what it is and escalate it correctly and fast
• Verify identity before you reset a password — every time, including when the caller is annoyed about it
• Understand that "just give me access to their mailbox" is a request that needs authorization, not speed

Working style

• Genuinely good with people who are frustrated and not technical
• Write clearly enough that an engineer can pick up your ticket cold and know what's going on
• Manage a queue: know what's urgent, what's waiting on someone else, and what you've been sitting on too long
• Ask for help early rather than burning ninety minutes on pride

What you get back

• A real path out of this seat. Our analysts move into Engineer tracks. We promote internally and we'd rather grow you than replace you.
• Paid certifications and exam attempts — MS-900, MD-102, MS-102 — plus study time during work hours, not stolen from your evenings
• A lab tenant to break things in safely
• Senior engineers who will actually explain the answer instead of just taking the ticket
• Weekend compensation, and a rotation that's staffed properly

Requirements

• Some hands-on IT support experience — help desk, internal IT, retail tech support, or a strong home/self-taught background with something to show for it
• Working familiarity with Microsoft 365 administration
• Comfortable troubleshooting Windows
• Excellent verbal and written communication, especially with non-technical people
• Ability to work a rotating three-shift schedule including weekends
• Valid driver's license and ability to travel to client sites as needed
• Certifications a plus but not required: MS-900, MD-102, A , Network

Physical requirements

• Ability to work at a computer for extended periods
• Ability to periodically lift equipment in excess of 50 pounds

Job Type: Full-time

Pay: $15.81 - $22.50 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• This role rotates through day, mid, and swing shifts on a three-month cycle and includes weekends. Can you commit to that schedule?
• Tell us about something technical you taught yourself because you wanted to, not because you had to.
• Describe a time you helped someone who was frustrated or upset. What did you do?
• Do you have hands-on experience administering Microsoft 365 — users, groups, licensing, or distribution lists?

Ability to Relocate:

• Overland Park, KS 66214: Relocate before starting work (Required)

Work Location: In person

Benefits:

Salary : $16 - $23