Help Desk Analyst

• Deliver first-line technical assistance by resolving common user issues related to login access, permissions, device setup, and general workstation support
• Manage incoming service requests in a ticketing platform, prioritize daily support needs, and provide timely updates to users and internal stakeholders
• Reset passwords and adjust user access rights to ensure employees can securely access the tools and systems they need
• Prepare, image, configure, and upgrade laptops and desktops using Microsoft Intune and manual processes where needed
• Wipe and sanitize hard drives, retire outdated equipment, and assist with hardware cleanup and replacement activities
• Split time between hands-on ticket support and coordinating equipment ordering, staging, swapping, and deployment for end users
• Provide on-site technical coverage for staff working in two buildings located across from one another
• Support onboarding tasks by setting up accounts, devices, and Microsoft 365 access for new users
• Assist with endpoint and identity-related work in a hybrid Microsoft environment that includes Active Directory, Microsoft 365, and Entra ID
• Contribute to workstation standardization, security improvement efforts, and broader cloud readiness activities across multiple branch locations

• Experience providing Tier 1 or frontline help desk support in a Windows-based environment
• Working knowledge of Active Directory, Microsoft 365, Windows 10, and basic desktop troubleshooting practices
• Familiarity with service desk or ticketing systems such as Freshservice or similar platforms
• Ability to handle repetitive support tasks with consistency, accuracy, and a strong customer service mindset
• Comfortable performing hands-on hardware work, including imaging, device preparation, upgrades, and secure drive wiping
• Experience supporting user accounts, password resets, onboarding tasks, and permissions management
• Strong interpersonal and communication skills with the ability to build rapport and interact professionally with a broad user base
• Exposure to hybrid infrastructure environments that include both on-premises systems and Entra ID is preferred

Exposure to hybrid infrastructure environments that include both on-premises systems and Entra ID

• medical
• vision
• dental
• life and disability insurance
• 401(k) plan