Frontline IT Support Analyst - Windows & 365 Expert

Kinettix; Lebanon (OH); On-site; USD 50,000 - 70,000; Full time

Job summary

Kinettix is seeking an IT Help Desk Analyst to serve as the primary point of contact for end-user technology support. The role involves troubleshooting hardware, software, network, and application issues while delivering excellent customer service across the organization.

Responsibilities include 1st/2nd line support, administration of Windows 11 devices and Microsoft 365, and collaboration with IT teams on projects and security initiatives. A degree in IT or equivalent experience is preferred.

Qualifications

• Associate degree preferred or equivalent combination of education, certifications, and experience.
• 2+ years of experience in a Help Desk, Desktop Support, or IT Support role.
• Experience supporting Microsoft Windows and Microsoft 365 environments.
• Experience using an IT ticketing system.

Responsibilities

• Provide first-level and second-level technical support for employees.
• Respond to service requests and incidents through the IT ticketing system.
• Diagnose and resolve issues involving Windows 11, Microsoft 365, printers, and mobile devices.
• Perform remote and onsite troubleshooting.
• Create, modify, and disable user accounts; manage Entra ID and Active Directory.
• Assist with user onboarding and offboarding processes.
• Configure security access according to company policies.
• Deploy, configure, inventory, and maintain company computers and mobile devices.
• Install operating systems, software, updates, and patches.
• Record incident resolutions and troubleshooting steps; maintain knowledge base articles.
• Escalate complex issues to Systems Administrators or vendors; collaborate on projects.
• Deliver professional, timely, and courteous support.

Skills

Communication skills

Troubleshooting

Customer service

Documentation

Analytical skills

Teamwork/Collaboration

Education

Associate degree in IT or related field

Equivalent combination of education/certifications/experience

Tools

Windows 10/11

Microsoft 365

Active Directory

Entra ID

IT ticketing system

Job description

Kinettix is seeking an IT Help Desk Analyst to serve as the primary point of contact for end-user technology support. The role involves troubleshooting hardware, software, network, and application issues while delivering excellent customer service across the organization.

Responsibilities include 1st/2nd line support, administration of Windows 11 devices and Microsoft 365, and collaboration with IT teams on projects and security initiatives. A degree in IT or equivalent experience is preferred.