IT Help Desk Specialist - End-User Support & Microsoft 365

FlexTecs; Atlanta (GA); Hybrid; USD 42,000 - 64,000; Full time

Job summary

FlexTecs is seeking a Help Desk Analyst to serve as the primary contact for IT support across the organization. You will provide Tier 1 and 2 support for desktops, laptops, mobile devices, printers, and conferencing tech, while documenting activities and ensuring timely resolution.

You will handle user accounts, MFA enrollment, and basic access management, escalating complex infrastructure issues to senior staff. A hybrid work model and strong customer service are essential.

Qualifications

• Associate degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• Minimum 1-3 years of experience in a help desk, desktop support, service desk, or end-user support role.
• Experience supporting Windows 10/11 operating systems and Microsoft 365 applications.
• Familiarity with Active Directory or Microsoft Entra ID user account management.
• Basic understanding of networking concepts including Wi‑Fi, VPN, DNS, and printer connectivity.
• Experience using an IT ticketing system such as Service Desk Plus, ServiceNow, Jira Service Management, Zendesk, or a similar platform.
• Strong troubleshooting, problem-solving, and customer service skills.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.

Responsibilities

• Serve as the first point of contact for IT support requests received through the ticketing system, email, phone, and walk-up support.
• Diagnose and resolve Tier 1 and Tier 2 hardware, software, and connectivity issues.
• Provide remote and hands-on support for Windows 10/11 computers, macOS devices, mobile devices, printers, and peripheral equipment.
• Troubleshoot Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
• Install approved software and ensure systems remain compliant with company standards.
• Escalate unresolved issues to senior IT staff, vendors, or appropriate support teams.

Skills

Windows 10/11

Microsoft 365

Active Directory

IT ticketing system

Customer service

Networking basics

Troubleshooting

Education

Associate degree in IT or related field

Tools

Service Desk Plus

ServiceNow

Jira Service Management

Zendesk

Job description

FlexTecs is seeking a Help Desk Analyst to serve as the primary contact for IT support across the organization. You will provide Tier 1 and 2 support for desktops, laptops, mobile devices, printers, and conferencing tech, while documenting activities and ensuring timely resolution.

You will handle user accounts, MFA enrollment, and basic access management, escalating complex infrastructure issues to senior staff. A hybrid work model and strong customer service are essential.