ServiceDesk / Helpdesk Analyst

Job Title: Service Desk/ Helpdesk Analyst
Location: Henderson, NV - 89074 (100% Onsite)
Duration: 6months contract to hire

General Summary:
Provides first-line IT support for employees, with a focus on new hire onboarding and offboarding, account and access management, ticket resolution, endpoint troubleshooting, and in-office customer service. Works under specific direction on routine assignments, resolves what can be resolved at the first touch, and escalates to specialized teams when needed. Supports the hardware, software, and services employees rely on: desktops, laptops, virtual desktops (VDI), printers, and business applications. 

Job Requirements:
Experience and Education
• 1-2 years of help desk, service desk, or desktop support experience or equivalent. Relevant technical education (associate or bachelor's degree in IT or a related field, or a technical program) and/or industry certifications can offset some or all of the experience requirement.
• High school diploma or equivalent required.
• Preferred certifications: CompTIA A+, Network+, or Security+; Microsoft 365 Fundamentals; ITIL 4 Foundation.

Technical Skills:
• Hands-on experience with user onboarding and offboarding, including account provisioning and access management, is preferred.
• Familiarity with Entra ID/Active Directory and Microsoft 365 administration (user, group, license, and MFA management), and with Okta or the current identity platform.
• Experience with a help desk ticketing system. Familiarity with Jira Service Management and Confluence is preferred.
• Troubleshooting skills for Windows, IOS, printers, and common peripherals.
• Exposure to virtual desktops such as Omnissa Horizon is preferred.
• Basic troubleshooting of Wi-Fi, VPN, and network connectivity issues, and a basic understanding of telephony and business applications.
• Familiarity with ITSM practices (incident, request, problem, and change management).

Essential Duties and Responsibilities:
Onboarding, Offboarding, and Access Management
• Provisions and de-provisions user accounts and access (Entra ID/Active Directory, Microsoft 365, Okta or the current identity platform, and business applications) in accordance with documented procedures.
• Completes new hire setup, including equipment provisioning, imaging, workspace setup, and day-one readiness, following new hire procedures.
• Completes offboarding, including timely access removal, equipment recovery, and asset record updates.
• Processes access requests, group membership changes, password and MFA resets in accordance with documented procedures, verifying user identity and approvals before making changes.

Ticketing and Incident Management:
• Monitors service and incident channels (Jira, walk-ups, Teams).
• Diagnoses and resolves routine incidents and service requests, or routes them to the right team with clear, complete ticket notes.
• Follows the ITSM framework for Incident, Problem, Service Request, and Change Management.
• Works to meet all service levels (SLAs) and tracks escalated tickets to resolution while keeping customers informed.
• Maintains accurate, complete records for every support request.

Endpoint and Desktop Support:
• Troubleshoots and resolves issues on Windows computers, VDI sessions, printers, and peripherals.
• Provides hardware break/fix for client and telephony assets, as directed by the supervisor.
• Supports Microsoft 365 applications and common business applications and escalates application issues to the appropriate support team.
• Participates in office moves to ensure computer and peripheral equipment is moved and working in a timely manner.

In-Office Customer Service:
• Serves as the in-person face of IT for walk-up requests, equipment pickups and swaps, and onsite troubleshooting.
• Coordinates and schedules service with customers and sets clear expectations on timing and next steps.
• Delights every customer with every interaction.    

Documentation, Reporting, and Continuous Improvement:
• Creates and maintains technical documentation and knowledge base articles (Confluence), and keeps onboarding and offboarding procedures current.
• Flags repeat issues and high-volume ticket types that are candidates for automation or self-service.
• Provides proactive advice to help prevent incidents, and trains users on a limited number of applications.
• Uses approved AI assistants to speed up diagnosis, research, ticket documentation, knowledge articles, and end-user communications, following company guidelines for approved AI tool use and data handling.
• Learns new products and services quickly and shares that knowledge with peers.
• Other duties may be assigned.

Core Competencies:
• Strong customer service skills and a service-first attitude.
• Ability to prioritize, work independently, and resolve issues quickly, knowing when to escalate.
• Strong analytical and problem-solving skills.
• Clear written and verbal communication skills, including documenting work and explaining technical issues to non-technical users.
• Sound judgment with sensitive information and access requests, and a commitment to following security and data handling practices.
• Willingness to adopt new tools, including approved AI assistants, to work more effectively.