Service Desk Analyst

Yochana; Morrisville (NC); On-site; USD 45,000 - 60,000; Full time

Job summary

A technology support provider seeks a dedicated technical support professional in Morrisville, NC. You will provide first-level support via phone and email, troubleshoot Windows issues, manage user accounts in Azure AD, and support Microsoft 365 applications. Candidates should have 1–5 years of experience in IT support, proficiency in troubleshooting, and excellent communication skills. This role operates within a structured SLA-driven environment and requires a customer-focused approach.

Qualifications

• 1–5 years of experience in a Service Desk or IT Support role.
• Hands-on experience with Azure AD, Intune/MDM, MFA, and VPN support.
• Phone support experience is mandatory.

Responsibilities

• Provide first-level technical support via phone, email, chat, or ticketing tools.
• Troubleshoot Windows 11 issues including performance issues and configuration errors.
• Manage user accounts in Azure Active Directory and handle password resets.

Skills

Windows 10/11 troubleshooting

Microsoft 365 applications support

Excellent communication skills

Customer service capability

Problem-solving skills

Tools

Jira

ServiceNow

Azure Active Directory

Intune

Job description

• Provide first-level technical support via phone, email, chat, or ticketing tools (Jira / ServiceNow).
• Troubleshoot Windows 11 issues including login problems, performance issues, system configuration errors, and printer/peripheral support.
• Manage user accounts in Azure Active Directory including password resets, account unlocks, license assignments, and group membership updates as per SOP.
• Support Microsoft 365 applications—Outlook, Teams, OneDrive, SharePoint—covering login errors, sync issues, and basic configuration.
• Handle MFA (Multi-Factor Authentication) and password reset issues, authenticator setup, and related access problems.
• Provide basic VPN support, including connectivity troubleshooting, user login issues, and network checks.
• Support devices through MDM/Intune, including device enrollment, compliance alerts, and application deployment issues.
• Log, classify, prioritize, and resolve incidents according to SLAs; escalate to L2/L3 based on impact and complexity.
• Maintain clear and professional communication with end users and update tickets with accurate notes.
• Follow SOPs, adhere to security policies, and contribute to knowledge base improvements.
• Knowledge in identifying desktop, laptop, and printer issues.
• 1–5 years in a Service Desk or in an IT Support role.
• Strong knowledge of Windows 10/11, O365, Teams, Outlook, and general end-user troubleshooting.
• Phone support experience is mandatory.
• Experience in Technical helpdesk or technical call center support is required.
• Hands-on experience with Azure AD, Intune/MDM, MFA, and VPN support.
• Familiarity with ticketing tools like ServiceNow or Jira Service Management.
• Excellent communication, customer service capability, and problem-solving skills.
• Ability to follow processes and work in a structured SLA-driven environment.
• A proactive mindset with the ability to make a meaningful impact.
• Customer focused with the eagerness to learn and grow continuously.
• A competitive spirit with a drive to excel and willing to work in 24/7 operational environment.