Help Desk End User Support Analyst

Overview

Job Summary
Our enterprise client has a contract position for an experienced Help Desk Analyst to provide phone support in a hybrid environment to support corporate end users.

Location
:
Woodbridge, New Jersey

Job Type
:
Contract

Salary
: $32 - 36 per hour

Work hours
: 9am to 5pm

Education
:
Bachelors

• 100% Phone support.
• Respond to between 25 and 50 requests daily for technical assistance primarily via phone and e-mail
• Diagnose/resolve or escalate where appropriate technical hardware and software issues
• Log all incidents and questions
• Research questions using available resources (Internet, call tracking software, knowledgebase)
• Setup Audio/Video Conferences
• Follow Helpdesk procedures
• Administer Windows domain user accounts (Unlock accounts, reset passwords)
• Document solutions in the call tracking system knowledgebase
• Day shift Mon-Fri

• Excellent oral and written communication skills
• Handle high-stress phone situations with poise while maintaining composure
• Call Tracking Software understanding and adherence
• Quick learner of detailed procedures
• Good technical problem analysis/solving
• Organized work habits
• Attention to detail

• Windows 7/10 (MCP Preferred), Office 2007/13, iPhone, iPad, Android, Wearable Computing (Apple Watch, Android Watches)
• Network Troubleshooting (DHCP, Connectivity, DNS, etc.)
• Active Directory Understanding (Mapping Drives, Unlocking Accounts, Network Printers, NTFS permissioning)
• Terminal Services/Remote Desktop Services and Thin Client Support a plus

Systems Administration

Microsoft 365

Exchange Online
,

One Drive

Share Point

Active Directory Administration
user accounts, group management, permissions

Strong troubleshooting abilities

Excellent communication skills (oral and written)

Ability to handle escalated technical issues with white-glove service for C-level executives

• Incident Resolution & Technical Support - Diagnose, troubleshoot, and resolve hardware, software, and network-related issues.
• Handle incidents and requests efficiently, meeting Service Level Agreements (SLAs).
• Provide client-facing support for high-profile end users.
• Administer user accounts, permissions, and security settings via Active Directory and Exchange Online.
• Systems Administration & Cloud Support - Administer Microsoft 365 environments, including Exchange Online, SharePoint, and One Drive.
• Manage Active Directory for user provisioning, terminations, password resets, and permissions.
• Provide support for system and cloud administration tasks, including file migrations to One Drive.
• Use and create Power Shell scripts to modify AD objects

• Act as a technical lead for help desk operations, managing escalations and offering guidance to junior staff.
• Assist in the onboarding and offboarding of users, ensuring smooth transitions.
• Collaborate with security teams to manage tools such as Symantec, Threat Locker, and Bit
  9.
• Contribute to knowledge base articles, process documentation, and training materials for internal teams.

• Ensure compliance with security protocols, including managing access and permissions in cloud environments.

• 5 to 7 years of experience in technical support, systems administration, or related IT roles.
• Expertise in Microsoft 365 administration (Exchange Online, SharePoint, One Drive).
• Proficient with helpdesk/ticketing systems Service Now
• Advanced troubleshooting for network (VPN, DNS, TCP/IP) and user account management.
• Ability to administer Active Directory and support cloud-based IT operations.

• Associates or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.

• Excellent communication and interpersonal skills.
• Strong organizational abilities and multitasking in a high-volume environment.
• Client-facing professionalism, especially with C-level executives.

• ITIL Foundation certification for service management practices is a plus.
• Experience with Azure Active Directory (AAD) or similar cloud identity management systems.
• Experience with advanced administration of collaboration…