IT Help Desk Pro: Remote Support & Onboarding

Greenpoint Technolgies, Inc.; Moses Lake (WA); On-site; USD 52,000 - 68,000; Full time

Job summary

Greenpoint Technologies, Inc. is seeking an IT Help Desk Analyst to serve as the first point of contact for IT support across the organization.

In a network-heavy environment with a large facility footprint and a remote workforce, this role delivers fast, friendly, effective technical assistance to keep employees productive and minimize downtime. You will handle Tier I issues, assist with onboarding, manage accounts, configure software, support VPN and remote access, and document work in the

Qualifications

• Associate degree (AA) in Information Technology or equivalent and 3 years related experience; or equivalent combination of education and experience.
• Experience Administering Active Directory Users, Groups and Computers in Windows Server 2024.
• Experience troubleshooting and maintaining Microsoft Outlook client.
• Experience supporting Microsoft 365 applications.

Responsibilities

• Provides Tier I technical support for hardware, software, network connectivity, and application issues.
• Receives, logs, prioritizes, and resolves help desk tickets via phone, email, chat, Teams, and in-person requests.
• Participates in Employee Onboarding/Offboarding Tasks, including account provisioning, workstation and peripheral setups.
• Assists with installation, updates, and basic configuration of approved software and applications.
• Supports mobile device enrollment, configuration, and troubleshooting through MDM tools (e.g., Intune).
• Performs password resets, account unlocks, and basic Active Directory / Entra ID user management.
• Guides users through VPN connections, remote desktop access, and secure file-sharing procedures.
• Troubleshoots and supports communication devices including conference room AV equipment.
• Delivers remote assistance to off-site locations and remote workers using tools like Bomgar.
• Provides on-site support to local satellite offices as needed.
• Documents all interactions, troubleshooting steps, and resolutions in the ticketing system for knowledge sharing.
• Assists with IT compliance, audit readiness, and security maintenance efforts.
• Maintains accurate records of IT service work and asset management.
• Contributes to a positive work environment through professional, productive communication and effective working relationships, while delivering consistent, responsive, and high-quality customer experience in all interactions with customers, clients, co-workers, and management.
• Maintains regular attendance including being at work, being on time to work and working full shifts.
• Other duties may be assigned.

Skills

Adaptability

Communications

Dependability

Initiative

Teamwork

Work Quality

Customer Service

Judgment

Problem Solving

Self-Management

Education

Associate degree in Information Technology

Job description

Greenpoint Technologies, Inc. is seeking an IT Help Desk Analyst to serve as the first point of contact for IT support across the organization.

In a network-heavy environment with a large facility footprint and a remote workforce, this role delivers fast, friendly, effective technical assistance to keep employees productive and minimize downtime. You will handle Tier I issues, assist with onboarding, manage accounts, configure software, support VPN and remote access, and document work in the