Helpdesk System Analyst

JPS Tech Solutions LLC; Atlanta (GA); Hybrid; USD 52,000 - 70,000; Full time

Job summary

JPS Tech Solutions LLC in Atlanta, GA is seeking an experienced Help Desk System Analyst to ensure employees work seamlessly across Windows 11, Active Directory, and Microsoft O365. You will provide direct end-user support, troubleshoot hardware and software, and assist with network connectivity and VPN access.

You will work with tools such as Active Directory, Microsoft Teams IP phone systems, Exchange Admin, while expanding skills in OKTA, CrowdStrike, AWS, and SharePoint.

Qualifications

• 3+ years of experience in technical support or help desk role.
• Strong understanding of Windows 11, Active Directory, and Microsoft O365.
• Experience troubleshooting network connectivity, VPNs, and IP phone systems.
• Familiarity with security tools (OKTA, CrowdStrike) and cloud environments (AWS).
• Proficiency with ticket tracking systems and remote support tools.

Responsibilities

• Respond to and resolve technical support tickets related to Windows 11, Active Directory, Microsoft O365, network connectivity, VPN, and RDP.
• Assist users with password resets, PST file management, and Exchange Admin tasks.
• Provide hands-on and remote support for hardware, software, and IP phone systems (e.g., Microsoft Teams).
• Use ticket tracking systems to document, prioritize, and track user issues effectively.
• Troubleshoot advanced issues using tools like PowerShell for scripting and problem resolution.
• Support security and authentication tools such as OKTA and CrowdStrike.
• Maintain knowledge of AWS and SharePoint systems to assist users as needed.
• Deliver exceptional customer service to end-users via phone, email, and face-to-face interactions.
• Collaborate with IT teams to ensure smooth operation of company-wide systems.

Skills

Windows 11

Active Directory

Microsoft O365

VPN

PowerShell

OKTA

CrowdStrike

AWS

SharePoint

IP phone systems

Exchange Admin

Microsoft Teams

Tools

PowerShell SScripting

OKTA

CrowdStrike

AWS

SharePoint

Microsoft Teams

Exchange Admin

Job description

Job Description Short Description:

We are seeking an experienced Help Desk System Analyst. The ideal candidate will excel in troubleshooting Windows 11, Active Directory, Microsoft O365, laptop equipment and other essential technologies while delivering top-notch customer service.

Job Description:

As a Help Desk System Analyst, you will play a critical role in ensuring our employees can work seamlessly across a variety of technical platforms. You will provide direct support to end-users, addressing technical issues, troubleshooting hardware and software problems, and assisting with network connectivity and VPN access. This role requires exceptional problem-solving skills, effective communication, and the ability to thrive in a dynamic environment. You will work with a variety of tools and systems, including Active Directory, Microsoft Teams IP phone systems, and Exchange Admin, while having opportunities to expand your expertise in OKTA, Crowdstrike, AWS, and SharePoint. Your responsibilities will include both in-person support at our office and remote support for users working from home.

Job Responsibilities:

• Respond to and resolve technical support tickets related to Windows 11, Active Directory, Microsoft O365, network connectivity, VPN, and RDP.
• Assist users with password resets, PST file management, and Exchange Admin tasks.
• Provide hands-on and remote support for hardware, software, and IP phone systems (e.g., Microsoft Teams).
• Use ticket tracking systems to document, prioritize, and track user issues effectively.
• Troubleshoot advanced issues using tools like PowerShell for scripting and problem resolution.
• Support security and authentication tools such as OKTA and Crowdstrike.
• Maintain knowledge of AWS and SharePoint systems to assist users as needed.
• Deliver exceptional customer service to end-users via phone, email, and face-to-face interactions.
• Collaborate with IT teams to ensure smooth operation of company-wide systems.

Preferred Qualifications:

• 3+ years of experience in a technical support or help desk role.
• Strong understanding of Windows 11, Active Directory, and Microsoft O365.
• Experience troubleshooting network connectivity, VPNs, and IP phone systems.
• Familiarity with security tools (OKTA, Crowdstrike) and cloud environments (AWS).
• Proficiency with ticket tracking systems and remote support tools.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are highly desirable.
• Excellent communication and interpersonal skills to interact with users of varying technical expertise.
• Strong organizational skills and attention to detail in documenting issues and resolutions.