Help Desk Analyst

PRR • Seattle, WA

10h • $30 - $35

About The Position

As the Help Desk Analyst, you will keep the team connected and productive in the Seattle office and across remote work locations. You will be the first point of contact for technology issues, troubleshooting hardware, software, and account problems, escalating issues when needed, and supporting the systems staff use every day. The role supports employees doing fast-moving client work and calls for a calm, friendly approach and the ability to explain fixes in plain language.

Requirements

• Two to four years of help desk or desktop support experience.
• Hands-on skill with Windows and macOS troubleshooting.
• Working knowledge of Microsoft 365 administration, including Exchange Online, SharePoint, and Teams.
• Experience with Active Directory and Entra ID account management.
• Comfort with ticketing systems, remote support tools, and clear, consistent ticket notes.
• Basic networking knowledge, including Wi-Fi, VPN, DNS, and DHCP.
• Strong customer service skills and patience with nontechnical users.
• Clear writing skills for instructions and documentation.
• Ability to occasionally lift, push, or pull more than 30 pounds, with or without reasonable accommodation.

Nice To Haves

• CompTIA A+, Network+, or Microsoft 365 certification.
• Hands-on experience with NinjaOne or other MDM tools.
• Familiarity with Adobe Creative Cloud license management.
• Basic PowerShell scripting.
• Experience supporting a professional services firm or creative agency.
• Knowledge of accessibility tools, such as screen readers and Microsoft accessibility features.

Responsibilities

• Serve as the first point of contact for help desk tickets from on-site and remote staff, in person, by phone, by video, and through the HappyFox ticketing system.
• Troubleshoot Windows and macOS laptops, printers, conference room technology, and mobile devices.
• Manage user accounts, licenses, and permissions in Microsoft 365, Entra ID, and Active Directory.
• Onboard and offboard on-site and remote staff, including device setup, shipping, imaging, and account provisioning.
• Track hardware and software inventory and help plan device replacements.
• Manage device configuration, patching, and security policies through NinjaOne mobile device management (MDM), along with multifactor authentication and endpoint protection.
• Write and update how-to guides and knowledge base articles for staff.
• Escalate complex issues to the IT team or IT management and follow them through to resolution.
• Identify recurring problems and recommend fixes that reduce future tickets.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed