Help Desk Analyst

This role is a 4-5 month contract opportunity to start.

Responsibilities:

• Facilitate onboarding/offboarding processes for end-users.
• Provide desktop support to all business users, addressing IT-related issues promptly and adhering to service desk SLAs.
• Manage setup and configuration of new laptops and desktops, including the installation of authorized software.
• Oversee system administration for technology platforms across the organization, including O365, Teams/SharePoint, soft phones, video conferencing, Active Directory.
• Login Authentication Experience - Entra ID, Intune, MFA
• Monitor technology ecosystem proactively to ensure optimal system health and data quality.
• Support both onsite and remote users.
• Escalate IT problems to appropriate colleagues and management when necessary.
• Handle incoming help requests from end-users via email and IT service management system.
• Perform system maintenance tasks such as OS updates, patches, drivers, etc.
• Issue incident notifications to end users due to system issues or outages.
• Familiarize with and learn appropriate software and hardware used by the organization.
• Maintain up-to-date license compliance and asset inventory.
• Assist with end-user training for new technology, as well as providing tips and tricks for end-users.
• Propose proactive suggestions for new technologies to support business operations.
• Prioritize tasks according to business needs and deadlines.
• Generate statistics for IT issues including the status of outstanding and resolved incidents.
• Develop support documentation to assist staff with requests for information and provide staff training if required.
• Identify and implement improvements to existing business systems as required.