Help Desk Support Analyst

Position SummaryApply now, read the job details by scrolling down Double check you have the necessary skills before sending an application.The Help Desk Support Analyst provides frontline technical support to users across the organization and plays a vital role in maintaining secure, reliable, and efficient IT operations. This position is responsible for troubleshooting hardware and software issues, managing user accounts, and supporting critical systems. In addition, the role includes essential cybersecurity responsibilities to help safeguard company systems, data, and users. The ideal candidate is responsive, security-minded, detail-oriented, and capable of managing multiple priorities in a dynamic environment.Key ResponsibilitiesTechnical Support & Systems Administration* Provide first- and second-level support for desktops, laptops, mobile devices, and business applications.* Diagnose and resolve hardware, software, operating system, and connectivity issues.* Log, track, and document all support requests through email, walk-up, phone, and ticketing system while meeting SLA expectations.* Create, modify, and deactivate user accounts, mailboxes, and security groups in Active Directory and related systems.* Install, configure, and maintain computer hardware, Windows OS, and approved software applications.* Deploy OS patches, software updates, and endpoint security tools.* Maintain and track IT asset inventory, including hardware lifecycle management.* Escalate unresolved or complex issues to senior IT staff or third-party vendors.* Develop and maintain knowledge of company applications, workflows, and IT processes.* Contribute to documentation, knowledge base articles, and support procedures.* Participate in scheduled on-call rotations for after-hours critical support.Cybersecurity Responsibilities* Monitor and respond to security alerts, endpoint protection notifications, and potential threats in collaboration with the IT security team.* Assist in enforcing cybersecurity policies, procedures, and best practices across the organization.* Support user onboarding and offboarding with strict focus on access control, least privilege, and secure account setup.* Conduct basic security assessments during troubleshooting, including identifying phishing attempts, suspicious activity, or compromised accounts.* Ensure systems have up-to-date antivirus, patches, and security configurations.* Assist with MFA/2FA administration, password resets, and identity verification protocols.* Participate in security awareness initiatives by educating users on safe computing practices.* Support vulnerability remediation activities as directed, such as updating software or strengthening system configurations.* Report security incidents promptly and assist in initial triage and containment steps.Required Qualifications & Experience* Associate degree in Computer Science, Information Systems, Cybersecurity, or related field; or equivalent professional experience (2+ years in IT support).* Strong customer service orientation with proven troubleshooting and problem-solving skills.* Ability to prioritize and manage multiple tasks in a fast-paced environment.* Proficiency in Windows desktop/server environments, Microsoft 365, Active Directory, DNS, DHCP, Group Policy, endpoint protection tools, and help desk ticketing systems.Preferred Qualifications* Knowledge of cybersecurity principles (access control, threat recognition, patch management, incident response).* Experience with VMware and VDI environments.* Familiarity with Cisco Unified Communications Manager.* SharePoint, Android and iOS support experience.* Networking fundamentals (TCP/IP, VPN, Wi-Fi).* Exposure to security frameworks such as NIST, CIS Controls, or ISO 27001.Soft Skills* Strong written and verbal communication skills.* Ability to explain technical and security concepts clearly and in user-friendly language.* Customer-focused, positive, and professional.* Strong analytical and problem-solving abilities.* High attention to detail, especially regarding security practices.Work Environment & Physical Requirements* Prolonged periods of working at a computer workstation.* Ability to lift and move IT equipment (up to 50 lbs.).* Occasional after-hours and weekend work during on-call rotations.* Frequent interaction with users across departments.Job Type: Full-timePay: $22.00 - $24.00 per hourExpected hours: 40 per weekBenefits:* 401(k)* 401(k) matching* Dental insurance* Employee assistance program* Flexible spending account* Health insurance* Health savings account* Life insurance* Paid time off* Professional development assistance* Vision insuranceWork Location: In person

Created: 2025-12-01