Help Desk Analyst: IT Support & End-User Expert

TaskVerse; United States; Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Paid time off

Career development

Flexible work arrangements

Job summary

US Signal is seeking a Help Desk Analyst to provide frontline technical support for end users, including PCs, mobiles, and printers. You will act as an escalation point and partner with system admins to resolve complex issues while ensuring excellent customer service.

Applicants should have solid experience with Windows and Mac, Active Directory, Microsoft 365, Exchange, and VPN configurations, plus familiarity with mobile device management. A hybrid work environment may be available.

Qualifications

• Proven experience in a help desk or technical support role.
• Strong troubleshooting skills across Windows and Mac operating systems.
• Experience supporting end users via phone, email, and ticketing systems.
• Knowledge of Active Directory, Microsoft 365, Microsoft Exchange, and VPN configurations.
• Familiarity with mobile device management, including configuring and deploying smartphones and tablets.
• Excellent communication skills with the ability to explain technical issues to non-technical users.
• Ability to prioritize tasks and manage multiple support requests efficiently.
• Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are preferred.

Responsibilities

• Provide end-user support for PCs, mobile devices, phones, and printers via phone, email, and ticketing systems.
• Serve as an escalation point for Help Desk Analysts needing additional expertise.
• Manage user administration tasks within Active Directory, including account creation, modification, and deactivation.
• Configure and deploy laptops (both PC and Mac) for new hires, ensuring they are set up with the necessary applications and security settings.
• Assist in managing cell phone plans and devices, including setup, troubleshooting, and inventory management.
• Guide new employees through the company's core IT systems, policies, and procedures to ensure a smooth onboarding process.
• Collaborate with system administrators to resolve issues related to Microsoft Exchange, Veeam Backup and Replication, and other enterprise systems.
• Maintain accurate documentation of support activities, configurations, and procedures.
• Participate in continuous improvement initiatives to enhance support processes and user experience.

Job description

US Signal is seeking a Help Desk Analyst to provide frontline technical support for end users, including PCs, mobiles, and printers. You will act as an escalation point and partner with system admins to resolve complex issues while ensuring excellent customer service.

Applicants should have solid experience with Windows and Mac, Active Directory, Microsoft 365, Exchange, and VPN configurations, plus familiarity with mobile device management. A hybrid work environment may be available.