Desktop Analyst

All•Lawrence, MA

5d•Onsite

About The Position

Providing exceptional customer service with first point of contact, clear communication, in-alignment with policies that promote user training and secure endpoint management. Oversees Windows 11 deployment/redeployment via Autopilot, ensures compliance with Intune and RMM tools, and maintains meticulous asset tracking and documentation. Provides day-to-day administration across Microsoft 365, Entra ID (Azure AD), Intune, Autopilot, and common SaaS apps; coordinates vendor procurement and RMAs; collaborates with Systems Administrators to monitor and test configuration policies and consistently adheres to helpdesk metrics, SOPs, and security standards. Strong focus on security awareness, reporting and security training.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
2–5 years of experience in IT analysis, systems support, cloud support or related roles.
Proficiency in Office 365, SharePoint, Entra (Azure AD), Intune, Autopilot and SaaS tools
Familiarity with IT security protocols and Windows hardening.
Strong problem-solving and project management skills.
Excellent verbal and written communication abilities.
Knowledge of cloud based tools and environments.
Prior experience in customer service or help desk environments.
Demonstrated effective oral, written, and interpersonal communication skills.

Responsibilities

Provides the first point of contact for end-user technical support and request.
Ability to work in a dynamic environment while providing nearly 100% uptime.
Demonstrates excellent customer service and clear communication.
End-user education in alignment with computer use policy and security policy. Training.
Deploying and redeploying Windows 11 systems using Autopilot.
Assist with application installation, patching and deployment using Intune, RMM and Company Portal.
Assist with endpoint vulnerability assessment, endpoint hardening and monitoring.
Responding to variety of break-fix requests in a Windows 11 environment.
Support users with secure sign-in methods including Windows Hello for Business (WHFB), Multi-Factor Authentication (MFA), Passwordless login, FIDO keys, and phishing-resistant authentication protocols
Monitoring and ensuring endpoint compliance using Intune and RMM tools.
Asset management, tracking and documentation.
Working with outside vendors to obtain hardware and facilitate RMA requests.
Intermediate understanding of Day 2 Day administration in Office 365, Entra AD, Intune, Autopilot and various SaaS tools.
Extensive documentation skills when maintaining records of tickets, asset management, RMA, knowledgebase, SOP and Runbooks.
Ability to adhere to strict guidelines relating to Helpdesk metrics, ticket processing, following SOP and company policies.
Working closely with Systems administrators to monitor, report, and test configuration policies and procedures.
Awareness and compliance with security policy, reporting and end-user education.