Job Description
Job Description
We are seeking a dedicated and experienced Lead Help Desk Analyst to oversee and manage the delivery of technical support to end users. In this role, you will leverage your expertise in Microsoft technologies, Windows environments, and end-user support to ensure service excellence, adherence to SLAs, and proactive issue resolution. If you’re passionate about user support, technical problem-solving, and team leadership, this could be the ideal opportunity for you!
Key Responsibilities End-User Support: Provide hands-on support and guidance to end users, troubleshooting and resolving technical issues related to Microsoft products, Windows operating systems, Intune, Microsoft Teams, and O365. Team Leadership: Function as the main point of contact for help desk operations, mentoring and supporting junior analysts to ensure timely and effective issue resolution. Service Management: Monitor and ensure adherence to SLAs (Service Level Agreements), prioritizing and escalating issues when needed to meet service expectations. Intune Device Management: Manage and support devices using Microsoft Intune, ensuring proper deployment, configuration, and security protocols are followed. Microsoft Teams and O365 Administration: Support collaboration platforms such as Microsoft Teams and O365 by managing licenses, troubleshooting connectivity issues, and assisting users in maximizing productivity. Documentation and Reporting: Create and maintain documentation for processes, troubleshooting guides, user manuals, and system configurations. Provide regular reports to leadership on help desk activities and trends. Systems Maintenance: Maintain and monitor Windows environments to ensure stability and performance, executing upgrades and patches as needed.
Qualifications and Skills Required: 3+ years of experience in an IT help desk or user support role, with at least 1 year in a leadership or senior analyst position. Strong expertise in Microsoft technologies, including Windows OS, Intune, Microsoft Teams, and O365 administration. Familiarity with Service Level Agreements (SLAs) and demonstrated ability to meet or exceed service expectations. Proven troubleshooting and problem-solving skills in a dynamic work environment. Strong verbal and written communication skills, with the ability to guide end users and communicate technical concepts clearly. Valued Skills: Experience with IT ticketing systems, such as ServiceNow or Zendesk. Knowledge of Active Directory (AD) and Group Policy configurations. Certification in Microsoft technologies (e.g., MCSA, Microsoft Certified: Endpoint Administrator Associate) is a strong plus. Experience with hardware troubleshooting (desktops, laptops, mobile devices, printers, etc.).