Help Desk Anayst
About The Position
A TEKsystems client in Memphis, TN is seeking a Help Desk Analyst to provide technical support and troubleshooting assistance to end users in a fast-paced IT environment. This individual will serve as a key point of contact for users experiencing issues related to Microsoft 365, Active Directory, and desktop technology, resolving problems remotely while delivering excellent customer service. The ideal candidate will have experience supporting enterprise users, administering Active Directory, and leveraging remote support tools such as Bomgar to diagnose and resolve technical issues efficiently.
Requirements
- Experience administering Active Directory
- Experience providing remote support using tools such as: Bomgar, TeamViewer, Remote Desktop
- Experience diagnosing, troubleshooting, and resolving issues related to: Microsoft 365, Outlook, Microsoft Teams, OneDrive, Office Applications
- Strong troubleshooting and problem-solving skills
- Excellent customer service, verbal, and written communication skills
Nice To Haves
- Previous Help Desk or Service Desk experience in an enterprise environment.
- Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms.
- Familiarity with Windows 10/11 troubleshooting.
- Knowledge of Microsoft Entra ID (Azure AD) and Microsoft cloud technologies.
Responsibilities
- Provide Tier 1 and Tier 2 technical support via phone, email, chat, and remote support sessions.
- Create, modify, and manage Active Directory user accounts.
- Perform password resets, account unlocks, group membership updates, and basic Group Policy support.
- Troubleshoot and resolve Microsoft 365 issues, including Outlook, Teams, OneDrive, and other Office applications.
- Utilize remote support tools such as Bomgar, TeamViewer, or similar solutions to diagnose and resolve end-user issues.
- Document incidents, troubleshooting steps, and resolutions within the ticketing system.
- Escalate complex technical issues to appropriate support teams when necessary.
- Provide excellent customer service while communicating technical solutions to non-technical users.
- Follow established support procedures and service level agreements (SLAs).
- Contribute to knowledge base documentation and process improvements.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
