Help Desk Analyst

  • Full Time
  • Anywhere
  • Posted 3 weeks ago

Job Description


Help Desk Analyst II – Remote



$60,000.00 – $75,000.00 / Yearly

Duties and Responsibilities

  • Coordinate and/or perform hands-on discoveries for mergers and acquisitions for Mac, PC, and mobile devices, including software, configuring hardware, backups, security, configuring systems and applications, etc.
  • Discover current SLA models and support expectations
  • Manage the processing of incoming support requests via both telephone and the support portal to ensure courteous, timely, and effective resolution of end-user issues.
  • Serve as the initial point of help desk contact for merger and acquisition support tasks to ensure efficient communication and resolution.
  • Ensure tickets and service requests are kept up to date, completed, and closed quickly and efficiently.
  • This role meets with business leaders multiple times a week to track progress and handle/coordinate working sessions.
  • Document processes, call flows, and KB transfer is to enhance the quality of service and prevent future complications while takes over.
  • Assess and recommend the need for any system reconfigurations (minor or significant) based on request trends.
  • Identify, recommend, develop, and implement end-user training programs (classes, help sheets, usage guides, FAQ, etc.) to increase staff computer literacy and self-sufficiency.
  • Track and analyze trends in support requests and generate statistical reports.
  • Identify and recommend ways to streamline the process and improve efficiency.
  • Handles O365 migrations from M& A joining
  • Handles azure AD migrations from M& A joining
  • Handles telephone migrations from M& A joining
  • Handles licensing migrations from M& A joining (Ie Microsoft, Adobe, and other misc apps).
  • Handles discovery of network resources, printer shared drives, and web internal CRM resources to account for.


  • Ability to provide outstanding customer service.
  • 8-10 years in a role within a Help Desk organization.
  • 8-10 years of detail-oriented experience in a Corporate Help Desk environment.
  • Practical knowledge of remote assistance programs.
  • Hands-on experience using and/or troubleshooting Microsoft Windows /10, Mac OS 10, and Microsoft Office.
  • Strong understanding of network concepts in general
  • Basic understanding of network protocols TCP/IP/DNS, DHCP, and VLANs
  • Experience with conference room Audio/Visual systems
  • The schedule is full-time, however, off-hours or weekend work is sometimes required
  • Experience working with smartphones and tablets such as iPhones, Android, iPads, and Surface.
  • Experience working with assets in an inventory system


Must have experience working with

  • Active Directory
  • Provisioning user accounts
  • Intune
  • Powershell
  • VMware
  • O365 migrations
  • Azure & AD migrations
  • Telephony migrations and concepts
  • License management
  • Ie Microsoft, Adobe, and other misc apps
  • Imaging and setting up machines for new hires/break-fix


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