Help Desk Analyst

What you'll do... Serve as the initial point of contact for IT support inquiries via phone, email, and chat Troubleshoot and resolve issues related to hardware, software, Office 365, and basic Azure services Assist with user account creation, access management, password resets, and account lockouts. Support endpoint protection tools (Microsoft Defender) and mobile device management (Intune) Prepare and configure IT equipment for new employees and support onboarding activities Provide basic network support, including Wi Fi, VPN, shared drives, and printer connectivity. Document all support activities in accordance with ITIL aligned processes Escalate issues to senior team members or vendors as required What you'll bring... Diploma in Information Technology, Computer Science, or a related field 2+ years of experience in a help desk or technical support role Proficiency with Microsoft Office 365 (Teams, Outlook, SharePoint) Proficiency in Azure, Office 365, Veeam, Microsoft Defender, Intune, Fortinet, and other relevant technologies Working knowledge of ITIL best practices including Incident and Change Management. Strong understanding of network protocols, cybersecurity, and best practices. Familiarity with endpoint security tools and mobile device management Knowledge of networking fundamentals (VPN, Wi Fi, firewalls) Strong analytical and troubleshooting skills Excellent written and verbal communication abilities Demonstrated customer service orientation Ability to manage multiple priorities in a fast paced environment Collaborative mindset and willingness to learn The salary range for this role is $50,000 - $75,000. The salary for the successful candidate will be determined by various factors including but not limited to an individual’s relevant experience, knowledge, skills, along with internal equity, and market considerations.