We are seeking a Senior Help Desk Analyst to join our growing IT team. This role will serve as a key escalation point for desktop, infrastructure, and identity-related support issues across the organization. The ideal candidate has strong experience supporting Windows environments, Microsoft Entra ID (Azure AD), Microsoft 365, and end-user technologies while providing exceptional customer service. This is an excellent opportunity for someone who enjoys troubleshooting complex technical issues, mentoring junior technicians, and contributing to infrastructure and security initiatives.
Responsibilities
- Serve as a Tier II/Tier III escalation point for desktop and end-user support issues.
- Administer and support Microsoft Entra ID (Azure AD), Active Directory, and Microsoft 365 environments.
- Troubleshoot Windows 10 and Windows 11 operating system issues.
- Manage user lifecycle activities, including account provisioning, permissions, group memberships, and deprovisioning.
- Support authentication technologies including SSO, MFA, Conditional Access, and password management.
- Configure, deploy, and maintain laptops, desktops, printers, mobile devices, and peripherals.
- Support Microsoft Office, Teams, OneDrive, Outlook, and other productivity applications.
- Investigate and resolve hardware, software, networking, and system access issues.
- Assist with device management solutions such as Intune, Autopilot, and endpoint security tools.
- Create and maintain technical documentation, knowledge base articles, and support procedures.
- Participate in IT projects, upgrades, migrations, and security initiatives.
- Monitor ticket queues and ensure timely resolution of incidents and service requests.
- Mentor junior support staff and promote best practices across the team.
Required Qualifications
- 5+ years of Help Desk, Desktop Support, or IT Support experience.
- Strong experience supporting Windows 10/11 environments.
- Hands-on administration experience with Microsoft Entra ID (Azure AD).
- Experience with Active Directory, Group Policy, and user administration.
- Knowledge of Microsoft 365 administration and troubleshooting.
- Understanding of identity and access management concepts.
- Experience supporting remote users and hybrid work environments.
- Strong troubleshooting and customer service skills.
- Excellent communication and documentation abilities.
Preferred Qualifications
- Experience with Microsoft Intune and Windows Autopilot.
- Knowledge of Conditional Access Policies and Multi-Factor Authentication.
- Familiarity with PowerShell scripting.
- Experience with endpoint security platforms such as Microsoft Defender.
- Certifications such as:
- Microsoft Certified: Azure Administrator Associate
- Microsoft 365 Certified: Endpoint Administrator Associate
- CompTIA A+
- CompTIA Network+
- ITIL Foundation
What You'll Bring
- A customer-first mindset.
- Ability to work independently and prioritize multiple tasks.
- Strong problem-solving and analytical skills.
- Desire to improve processes and enhance the end-user experience.
- Experience working in a fast-paced enterprise environment.