MAIN PURPOSE OF THE ROLE: Reporting to the System Administration Supervisor, this role supports the full lifecycle of end user technology, including account administration, device provisioning, software configuration, and endpoint management. The analyst helps maintain the organization’s IT infrastructure by monitoring system performance, supporting server and network environments, and escalating issues when appropriate.

Through accurate documentation, adherence to standard operating procedures, and participation in departmental projects, the Help Desk Analyst contributes to a consistent and high quality support experience. By combining strong technical knowledge with clear communication and a customer centric approach, the role plays a key part in enabling business continuity and supporting the organization’s overall technology objectives.

KEY RESPONSIBILITIES:

• Lead the front line of the service desk, taking and resolving cases in an efficient manner
• User account administration
• Installs, configures, and maintains system software
• Provision end user devices: laptops, tablets and phone equipment
• Endpoint management including remote support, and patch management
• Asset management and maintain product lifecycles
• Server and network management
• Utilizing network monitoring solution to support infrastructure and escalate when needed
• Following standard operating procedures, and creating new procedures for resolutions, and when otherwise appropriate
• Recording time accurately in ticketing system, including documenting issue resolution
• Participating in projects to advance department goals
• Participating in On-Call rotation to support staff outside of standard business hours

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to plan and organize activities, tasks, and resources to achieve business goals and objectives within timeframe and budget
• Rapidly adapt to changes in a fast-paced environment and reprioritize based on business initiatives
• Provide world class customer service during client interactions
• Ability to work independently as well as in a team environment
• Demonstrated advanced knowledge of IT applications, processes, software and equipment including: Windows Server/Client, MacOS, VMware, Active Directory, Office 365 Admin (Exchange, Intune/Autopilot, Entra, Teams, SharePoint, OneDrive), Duo, Adobe Enterprise, Veeam Backup, Cisco/Meraki networks
• Understanding of ITIL service management concepts
• Strong interpersonal, communication and customer service skills

EDUCATION / EXPERIENCE:

• 2 - 4 years of experience
• Technical Diploma or equivalent
• Certifications considered: A+, N+, MCP, MCSA, MCSE, CCAN

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