Help Desk Analyst

• Provide first-level technical support to employees by phone, email, Teams, and in person.
• Respond to, prioritize, and resolve help desk tickets within established service levels.
• Troubleshoot hardware, software, connectivity, printing, Microsoft 365, and other common IT issues.
• Set up, configure, and maintain computers, laptops, monitors, mobile devices, printers, and other IT equipment.
• Create, modify, and disable user accounts and access permissions in accordance with company procedures.
• Assist employees with password resets, account access, MFA, and other user-access issues.
• Install, configure, and update software and applications.
• Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
• Assist with onboarding and offboarding employees, including equipment setup, account provisioning, and collection of IT assets.
• Maintain accurate records of IT equipment, software, licenses, and user assignments.
• Escalate complex or unresolved technical issues to appropriate internal or external IT resources.
• Monitor recurring issues and identify opportunities to improve systems, processes, and user experience.
• Maintain and update technical documentation, knowledge-base articles, and troubleshooting procedures.
• Assist with cybersecurity initiatives, including security awareness, endpoint protection, phishing prevention, and access controls.
• Support IT projects, system upgrades, deployments, and other technology initiatives as required.
• Ensure IT practices comply with company policies, security requirements, and applicable standards.
• Provide a high level of customer service and communicate technical information clearly to employees with varying levels of technical knowledge.
• Perform other IT-related duties as assigned.

Requirements

• Post-secondary education in Information Technology, Computer Science, or a related field is preferred.
• 1-3 years of experience in a help desk, service desk, desktop support, or similar IT support role.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows-based computers and Microsoft 365 environments.
• Familiarity with Active Directory, Entra ID/Azure AD, Microsoft Teams, and common IT support tools.
• Knowledge of basic networking concepts, including TCP/IP, Wi-Fi, VPNs, printers, and connectivity troubleshooting.
• Strong customer service and communication skills.
• Ability to prioritize multiple requests and work effectively in a fast-paced environment.
• Strong attention to detail and documentation skills.
• Ability to maintain confidentiality and handle sensitive information appropriately.

Core Competencies

Demonstrates expertise in providing first-level technical support, troubleshooting hardware and software issues, and managing user accounts within Microsoft 365 environments. Strong focus on customer service, effective communication, and maintaining IT compliance and documentation.

Highest-signal resume keywords

• Technical Support
• Troubleshooting Skills
• Microsoft 365 Support
• Active Directory Management
• Customer Service

ATS Optimization Keywords

Hard Skills

• Troubleshooting
• User Account Management
• Software Installation
• Networking Concepts
• Microsoft 365
• Windows Support
• Technical Documentation
• Cybersecurity Awareness
• Help Desk Support
• IT Equipment Maintenance

Soft Skills

• Problem-Solving
• Communication Skills
• Attention to Detail
• Confidentiality
• Time Management

Industry Keywords

• IT Support
• Service Desk
• Desktop Support
• Technical Documentation
• User Access Management

Tools & Technologies

• Microsoft Teams
• Outlook
• SharePoint
• OneDrive
• Entra ID/Azure AD
• Help Desk Tools
• VPNs
• TCP/IP
• Wi-Fi
• Printers