Help Desk Analyst

Position Summary

As an L1 Help Desk Technician, you’ll be the first line of technical support, assisting users with Microsoft 365 issues, account access, device connectivity, and service request management. You’ll use tools like Active Directory, ServiceNow, and Microsoft 365 Admin Center to resolve common issues and escalate complex ones appropriately. This is a great opportunity for someone who wants hands-on exposure in a fast-paced MSP environment and is looking to build a foundation in IT support and cloud administration.

Key Responsibilities

• Serve as the initial point of contact for end-user technical issues and service requests via phone, email, and ticketing systems.
• Troubleshoot user account problems in Active Directory and Microsoft Entra ID (formerly Azure AD), including password resets, lockouts, and group membership.
• Provide basic support for Microsoft 365 tools such as Outlook, Teams, SharePoint, and OneDrive.
• Use ServiceNow to log, track, and manage incidents, ensuring timely resolution or escalation.
• Support Microsoft 365 environments under the guidance of senior staff (e.g., basic mailbox permissions, license checks, or endpoint enrollments in Intune).
• Escalate advanced requests, such as device compliance, Conditional Access policy changes, or file migrations, to L2+ engineers.
• Follow documented SOPs and contribute to internal documentation based on common support resolutions.
• Maintain strong communication with users to ensure clarity, professionalism, and issue resolution.

Preferred Exposure or Willingness to Learn

• Microsoft 365 Admin Center: Navigating to assist with licenses, mailbox management, or Teams settings.
• Intune / Endpoint Manager: Awareness of device compliance policies and troubleshooting connectivity/enrollment basics.
• Conditional Access and Security Settings: Basic understanding of why these matter and when to escalate.
• SharePoint/Teams Migration: Basic troubleshooting and support during user transitions to cloud storage.

Qualifications

• 1+ year of IT Help Desk or technical support experience.
• Familiarity with Active Directory, Microsoft 365, and ServiceNow (or similar tools).
• Strong communication and customer service skills.
• Ability to follow processes and work collaboratively with remote teams.
• Eagerness to learn and grow in cloud administration and endpoint security.