Location : Technology
Posted on : 30 October 2025
Salary : $76,600 (base salary) + Amazing Team Member Discount
We are looking for a highly capable Helpdesk Support Analyst to join our IT team and deliver expert-level support across a wide range of technologies and business systems. This role is ideal for someone with deep experience in Windows OS environments, Microsoft 365 administration, and retail IT operations, who thrives in a fast-paced, customer-centric environment.
Key Responsibilities
* Troubleshoot Windows OS issues including user profiles, group policies, and performance bottlenecks.
* Provide advanced support for Microsoft 365 services: Exchange Online, Teams, SharePoint, and OneDrive.
* Manage user accounts and permissions in both on-prem Active Directory and Microsoft Entra ID (formerly Azure AD).
* Handle ticket triage, escalation, and resolution tracking using platforms like ServiceNow, Freshservice, Jira, or Salesforce Service Cloud.
* Support legacy VB6 applications and ensure continuity of service.
* Resolve networking issues involving TCP/IP, DNS, DHCP, VPN, and local network infrastructure.
* Provide Salesforce support focused on customer service workflows such as case management and email-to-case.
* Monitor and respond to security alerts from SIEM platforms, including LDAP anomalies and suspicious login activity.
* Deliver endpoint support including imaging, patching, driver troubleshooting, and peripheral support (printers, scanners, POS).
* Assist with store-level device support and logistics workflows in retail and supply chain systems.
* Automate repetitive tasks using PowerShell or batch scripting.
* Provide remote support using tools like TeamViewer, Intune, and RDP.
* Apply ITIL principles in incident, problem, and change management processes.
Soft Skills
* Excellent communication and documentation abilities.
* Strong collaboration across IT and business units.
* Detail-oriented with a customer-first mindset.
* Willingness to participate in a 7-day on-call rotation every three weeks.
Qualifications
* Bachelor's Degree in IT, Networking, or a related field.
* Microsoft certifications (e.g., MS‑900, AZ-104) are a plus.
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