Lead Help Desk Analyst

  • Itasca, IL
  • Posted 8 hours ago | Updated 8 hours ago

Overview

On Site
USD 80,000.00 - 100,000.00 per year
Full Time

Skills

Microsoft Office
Operating Systems
Team Leadership
Mentorship
Issue Resolution
Service Management
Service Level
Collaboration
Management
Productivity
Reporting
Documentation
Help Desk
Microsoft Windows
Technical Support
Leadership
Exceed
Conflict Resolution
Problem Solving
Communication
ServiceNow
Zendesk
Active Directory
Group Policy
Microsoft Technologies
Microsoft Certified Professional
Microsoft
Hardware Troubleshooting
Laptop
Mobile Devices
Printers
Finance
Accounting
Marketing
Legal
Customer Support
Online Training
Artificial Intelligence
Insurance
.NET

Job Details

Description

We are seeking a dedicated and experienced Lead Help Desk Analyst to oversee and manage the delivery of technical support to end users. In this role, you will leverage your expertise in Microsoft technologies, Windows environments, and end-user support to ensure service excellence, adherence to SLAs, and proactive issue resolution. If you're passionate about user support, technical problem-solving, and team leadership, this could be the ideal opportunity for you!

Key Responsibilities End-User Support: Provide hands-on support and guidance to end users, troubleshooting and resolving technical issues related to Microsoft products, Windows operating systems, Intune, Microsoft Teams, and O365. Team Leadership: Function as the main point of contact for help desk operations, mentoring and supporting junior analysts to ensure timely and effective issue resolution. Service Management: Monitor and ensure adherence to SLAs (Service Level Agreements), prioritizing and escalating issues when needed to meet service expectations. Intune Device Management: Manage and support devices using Microsoft Intune, ensuring proper deployment, configuration, and security protocols are followed. Microsoft Teams and O365 Administration: Support collaboration platforms such as Microsoft Teams and O365 by managing licenses, troubleshooting connectivity issues, and assisting users in maximizing productivity. Documentation and Reporting: Create and maintain documentation for processes, troubleshooting guides, user manuals, and system configurations. Provide regular reports to leadership on help desk activities and trends. Systems Maintenance: Maintain and monitor Windows environments to ensure stability and performance, executing upgrades and patches as needed.

Requirements

Qualifications and Skills Required: 3+ years of experiencein an IT help desk or user support role, with at least 1 year in a leadership or senior analyst position. Strong expertise inMicrosoft technologies, includingWindows OS,Intune,Microsoft Teams, andO365administration. Familiarity withService Level Agreements (SLAs)and demonstrated ability to meet or exceed service expectations. Proven troubleshooting and problem-solving skills in a dynamic work environment. Strong verbal and written communication skills, with the ability to guide end users and communicate technical concepts clearly. Valued Skills: Experience with IT ticketing systems, such as ServiceNow or Zendesk. Knowledge of Active Directory (AD) and Group Policy configurations. Certification in Microsoft technologies (e.g., MCSA, Microsoft Certified: Endpoint Administrator Associate) is a strong plus. Experience with hardware troubleshooting (desktops, laptops, mobile devices, printers, etc.).

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