IT Support Analyst
Core
First-line IT support providing hands-on desk-side and remote assistance for hardware, software, connectivity, and identity management issues for end users.
Role type
IT Support Analyst (Help Desk)
Builds
End-user productivity and access to Microsoft 365, hardware, and network resources
Domain
IT Operations / Enterprise Support
Deliverable
product features
Required skills
Microsoft Entra ID administration, Exchange Online administration, Microsoft 365 application support, Windows device troubleshooting, mobile device troubleshooting, incident management, password reset and MFA management, device setup and imaging, printer/peripheral troubleshooting
Preferred skills
Endpoint management tools (Intune), business application support (ERP, CRM), application support development, networking/infrastructure management
Technologies
Azure CRM ERP Hardware Support Microsoft 365 Mobile Network SharePoint VPN Windows Office 365 Cloud AI
Responsibilities
Act as first point of contact for end-user IT requests via ticket, phone, or in person; Provide hands-on desk-side support for hardware, software, and connectivity issues; Deliver remote technical support globally; Troubleshoot and resolve issues for laptops, desktops, mobile devices, and peripherals; Administer Microsoft Entra ID accounts, group memberships, and access permissions; Perform basic Exchange Online tasks including mailbox permissions and distribution lists; Fulfill service requests for software access, equipment, and permissions; Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) with setup and troubleshooting; Complete onboarding and offboarding activities including account provisioning and device setup; Reset passwords, manage MFA enrollment, and assist with account lockouts; Set up and configure end-user devices, install software, and perform basic imaging; Escalate complex infrastructure, network, application, and server issues; Document common issues, resolutions, and user guidance in the knowledge base; Troubleshoot printer, peripheral, and conference room technology issues; Provide professional, positive, customer-focused support to users at all levels