What are the responsibilities and job description for the Lead Help Desk Analyst position at VanderHouwen?
Lead Help Desk Analyst
Our client is seeking a Lead Help Desk Analyst to serve as a senior technical resource within a collaborative IT support environment. This role is ideal for a hands-on support professional who enjoys resolving complex technical issues, delivering an excellent user experience, and mentoring fellow analysts while helping strengthen service desk processes and knowledge.
Lead Help Desk Analyst Responsibilities
- Serve as a senior escalation point for complex technical incidents and service requests, providing hands-on troubleshooting and timely resolution.
- Support end users across Microsoft 365, Azure, Windows environments, and mobile devices, including Android and iOS.
- Administer and troubleshoot endpoint and mobile device configurations using Microsoft Intune and related remote management tools.
- Provide technical guidance and peer mentorship to Help Desk Analysts, assisting with troubleshooting approaches, root-cause analysis, and customer service best practices.
- Monitor ticket queues and escalations to help ensure requests are appropriately prioritized, documented, resolved, and escalated when necessary.
- Partner with engineering and other technical teams on advanced issues, providing clear troubleshooting history, technical findings, and user-impact information.
- Identify recurring incidents, technical trends, and process challenges and recommend opportunities to improve support quality and efficiency.
- Maintain and enhance technical documentation and knowledge base resources to support consistent and effective issue resolution.
- Assist with major incidents by gathering technical information, assessing user impact, supporting troubleshooting efforts, and communicating relevant updates.
- Participate in testing and implementing new tools, scripts, workflows, and procedures designed to improve service desk operations.
- Provide clear, professional updates to users throughout the support process and contribute to effective communication during service interruptions.
- Participate in an after-hours on-call rotation to support urgent technical issues as needed.
Lead Help Desk Analyst Qualifications
- Several years of hands-on IT help desk or service desk experience, including experience resolving complex or escalated technical issues.
- Strong experience supporting Microsoft 365, Azure, Windows systems, and remote users.
- Experience with Microsoft Intune for endpoint and mobile device management, including support for Android and iOS devices.
- Demonstrated ability to mentor, coach, or provide technical guidance to other support professionals without direct people-management responsibility.
- Strong knowledge of service desk practices, including ticket triage, prioritization, escalation, incident management, documentation, and knowledge management.
- Excellent troubleshooting and problem-solving skills with the ability to identify root causes and communicate technical concepts clearly.
- Strong interpersonal, written, and verbal communication skills with a personable, customer-focused approach.
- Ability to collaborate effectively with end users, peers, engineering teams, and other technical stakeholders.
- Associate degree in Information Systems, Information Technology, or a related field is preferred.
- Microsoft 365 Fundamentals, Azure Fundamentals, CompTIA Network , CompTIA Security , ITIL Foundation, or comparable certifications are preferred.