Help Desk Analyst

LRS Healthcare•Omaha, NE

About The Position

The Help Desk Analyst is the first point of contact for employees who need technology help. This role provides Level 1 and Level 2 support for end-user devices, Microsoft 365, user accounts and business applications, resolving issues by phone, email, Teams chat and in person. They troubleshoot and document incidents in the ticketing system, escalate complex infrastructure and application issues to the Senior Help Desk Analyst or application teams, and help employees get the most out of the tools they use every day, all while delivering exceptional customer service.

Requirements

1+ years' experience in a help desk, desktop support or technical support role
Working knowledge of Windows 10/11 and Microsoft 365 applications, including Outlook and Teams
Familiarity with Microsoft Entra ID, Intune and Exchange Online, or equivalent technologies
Basic understanding of networking concepts, including TCP/IP, DNS, Wi-Fi and VPN
Experience with ITSM/ticketing platforms
Strong troubleshooting and problem-solving skills
Strong verbal and written communication skills, with the ability to explain technical topics to non-technical users
Ability to communicate professionally with a focus on customer service
Ability to manage multiple requests, prioritize effectively and stay calm under pressure
Self-starter with proven track record of initiative and follow through

Nice To Haves

Associate degree or technical certification in Information Technology desired
CompTIA A+, Network+ or Microsoft 365 certifications a plus

Responsibilities

Respond to support requests submitted by phone, email, Teams chat and walk-up in a timely and professional manner
Log, prioritize, track and resolve tickets in the ticketing system within service-level objectives
Troubleshoot and resolve hardware, software, printing, connectivity and peripheral issues
Provide remote support to in-office and remote employees using remote support tools
Escalate complex infrastructure and application issues to Senior Help Desk Analyst or application teams with complete notes and troubleshooting steps
Follow up with users to confirm issues are fully resolved and close tickets
Create, modify and disable user accounts in Microsoft Entra ID and Microsoft 365
Reset passwords, manage multi-factor authentication and resolve sign-in and access issues
Manage Exchange Online mailboxes, distribution lists, shared mailboxes and mailbox permissions
Support Microsoft Teams, OneDrive and SharePoint access and usage
Complete new hire onboarding and employee offboarding tasks accurately and on schedule
Set up, configure and deploy laptops, desktops, monitors, mobile devices and peripherals
Enroll and support devices in Microsoft Intune, including applying policies and installing approved software
Maintain accurate hardware and software asset inventory
Support conference room technology, phones and video meeting equipment
Coordinate hardware repairs, replacements and warranty claims with vendors
Provide first-line support for business applications, including recruiting, payroll and productivity tools
Assist users with application access, basic configuration and how-to questions
Report recurring application issues and defects to Senior Help Desk Analyst, application teams and vendors
Create and maintain knowledge base articles, how-to guides and troubleshooting procedures
Train employees on company technology, tools and best practices
Follow security policies and help identify and report phishing, suspicious activity and security concerns
Identify recurring issues and recommend improvements to support processes.
Participate in IT projects and technology rollouts as needed
Other duties as assigned