Engagement Type
Contract
Short Description
We
are seeking an experienced Help Desk System Analyst. The ideal candidate will excel
in troubleshooting Windows 11, Active Directory, Microsoft O365, laptop equipment and other
essential technologies while delivering top-notch customer service.
Complete Description
Job Description:
As a Help Desk System Analyst, you will play a critical role in ensuring
our employees can work seamlessly across a variety of technical platforms. You
will provide direct support to end-users, addressing technical issues,
troubleshooting hardware and software problems, and assisting with network
connectivity and VPN access. This role requires exceptional problem-solving
skills, effective communication, and the ability to thrive in a dynamic
environment.
You will work with a variety of tools and systems, including
Active Directory, Microsoft Teams IP phone systems, and Exchange Admin, while
having opportunities to expand your expertise in OKTA, Crowdstrike, AWS, and
SharePoint. Your responsibilities will include both in-person support at our
office and remote support for users working from home.
Job Responsibilities:
- Respond
to and resolve technical support tickets related to Windows 11, Active
Directory, Microsoft O365, network connectivity, VPN, and RDP.
- Assist
users with password resets, PST file management, and Exchange Admin tasks.
- Provide
hands-on and remote support for hardware, software, and IP phone systems
(e.g., Microsoft Teams).
- Use
ticket tracking systems to document, prioritize, and track user issues
effectively.
- Troubleshoot
advanced issues using tools like PowerShell for scripting and problem
resolution.
- Support
security and authentication tools such as OKTA and Crowdstrike.
- Maintain
knowledge of AWS and SharePoint systems to assist users as needed.
- Deliver
exceptional customer service to end-users via phone, email, and
face-to-face interactions.
- Collaborate
with IT teams to ensure smooth operation of company-wide systems.
Preferred Qualifications:
- 3+
years of experience in a technical support or help desk role.
- Strong
understanding of Windows 11, Active Directory, and Microsoft O365.
- Experience
troubleshooting network connectivity, VPNs, and IP phone systems.
- Familiarity
with security tools (OKTA, Crowdstrike) and cloud environments (AWS).
- Proficiency
with ticket tracking systems and remote support tools.
- Certifications
such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator
Associate, or similar are highly desirable.
- Excellent
communication and interpersonal skills to interact with users of varying
technical expertise.
- Strong
organizational skills and attention to detail in documenting issues and
resolutions.
Work Schedule: The candidate
must be local to Atlanta and be able to come to the office every day to work.
Required/Desired Skills
| Skill | Required/Desired | Amount | of Experience |
|---|
| Strong understanding of Windows 11, Active Directory and MS O365, VPN, RDP. | Required | 3.0 | Years |
| Experience troubleshooting network connectivity, VPNs, and IP phones systems. | Required | 3.0 | Years |
| Certifications such as CompTIA A+, Microsoft certifications, highly desirable | Desired | | |
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