Help Desk Analyst

Position Overview

Our client is seeking a highly motivated and self-disciplined Help Desk Analyst with 3+ years of experience in a help desk or IT support environment. This role is responsible for supporting both internal and external users across client systems, servers, and network infrastructure.

You will serve as a key point of contact for troubleshooting technical issues while also acting as a liaison between clients and third-party vendors to ensure timely resolution and high-quality service delivery.

Key Responsibilities

• Provide technical support for client, server, and network-related issues
• Troubleshoot and resolve incidents through a help desk ticketing system
• Act as a liaison between clients and third-party vendors to drive issue resolution
• Support and maintain Microsoft environments, including Windows OS and Office 365
• Assist with user account management and permissions in Active Directory
• Support email systems including Microsoft Exchange and Office 365
• Troubleshoot VoIP phone systems (Yealink, Polycom)
• Provide support for Apple devices and environments
• Document issues, resolutions, and processes clearly within ticketing systems

Required Qualifications

• 3+ years of experience in a help desk or technical support role
• Experience with help desk ticketing systems
• Strong knowledge of:
  • Microsoft Windows 
  • Microsoft Office Suite
  • Active Directory
  • Microsoft Exchange / Office 365
• Experience supporting VoIP phones 
• Familiarity with Apple products and environments
• Excellent written and verbal communication skills
• Strong customer service orientation and ability to work closely with end users

Preferred Qualifications

• Experience with Citrix environments
• Industry certifications such as MCP, MCSA, CCNA, A+, or Network+
• Experience with Dell SonicWALL or Cisco technologies

What Success Looks Like

• Ability to manage multiple tickets and priorities in a fast-paced environment
• Strong troubleshooting and problem-solving skills
• Ability to work both independently and collaboratively within a team
• Maintains a professional demeanor in all client interactions

Additional Requirements

• Willingness to work flexible shifts as needed
• Participation in a rotating on-call schedule to support after-hours incidents and escalations
• Availability for occasional off-hours work based on client needs
• Overtime must be pre-approved and will be distributed equitably across the team