Help Desk Support Analyst

Technical Support & Systems Administration

• Provide first- and second-level support for desktops, laptops, mobile devices, and business applications.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Log, track, and document all support requests through email, walk-up, phone, and ticketing system while meeting SLA expectations.
• Create, modify, and deactivate user accounts, mailboxes, and security groups in Active Directory and related systems.
• Install, configure, and maintain computer hardware, Windows OS, and approved software applications.
• Deploy OS patches, software updates, and endpoint security tools.
• Maintain and track IT asset inventory, including hardware lifecycle management.
• Escalate unresolved or complex issues to senior IT staff or third-party vendors.
• Develop and maintain knowledge of company applications, workflows, and IT processes.
• Contribute to documentation, knowledge base articles, and support procedures.
• Participate in scheduled on‑call rotations for after‑hours critical support.

• Monitor and respond to security alerts, endpoint protection notifications, and potential threats in collaboration with the IT security team.
• Assist in enforcing cybersecurity policies, procedures, and best practices across the organization.
• Support user onboarding and offboarding with strict focus on access control, least privilege, and secure account setup.
• Conduct basic security assessments during troubleshooting, including identifying phishing attempts, suspicious activity, or compromised accounts.
• Ensure systems have up-to-date antivirus, patches, and security configurations.
• Assist with MFA/2FA administration, password resets, and identity verification protocols.
• Participate in security awareness initiatives by educating users on safe computing practices.
• Support vulnerability remediation activities as directed, such as updating software or strengthening system configurations.
• Report security incidents promptly and assist in initial triage and containment steps.

• Associate degree in Computer Science, Information Systems, Cybersecurity, or related field; or equivalent professional experience (2+ years in IT support).
• Strong customer service orientation with proven troubleshooting and problem‑solving skills.
• Ability to prioritize and manage multiple tasks in a fast‑paced environment.
• Proficiency in Windows desktop/server environments, Microsoft 365, Active Directory, DNS, DHCP, Group Policy, endpoint protection tools, and help desk ticketing systems.

• Knowledge of cybersecurity principles (access control, threat recognition, patch management, incident response).
• Experience with VMware and VDI environments.
• Familiarity with Cisco Unified Communications Manager.
• SharePoint, Android, and iOS support experience.
• Networking fundamentals (TCP/IP, VPN, Wi‑Fi).
• Exposure to security frameworks such as NIST, CIS Controls, or ISO 27001.

• Strong written and verbal communication skills.
• Ability to explain technical and security concepts clearly and in user‑friendly language.
• Customer‑focused, positive, and professional.
• Strong analytical and problem‑solving abilities.

• Prolonged periods of working at a computer workstation.
• Ability to lift and move IT equipment (up to 50 lbs.).
• Occasional after‑hours and weekend work during on‑call rotations.
• Frequent interaction with users across departments.

Equal Opportunity Employer
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