IT Help Desk Analyst

September 12, 2026

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About the position

IT Help Desk Analyst serves as the first point of contact for all IT-related support requests across the organization. In our network heavy environment with complex data volumes, a large physical facility footprint, and a sizable remote workforce, this role delivers fast, friendly and effective technical assistance to keep employees productive and minimize downtime.

Responsibilities

Provides Tier I technical support for hardware, software, network connectivity, and application issues.
Receives, logs, prioritizes, and resolves help desk tickets via phone, email, chat, Teams, and in-person requests.
Participates in Employee Onboarding/Offboarding Tasks, including account provisioning, workstation and peripheral setups.
Assists with installation, updates, and basic configuration of approved software and applications.
Supports mobile device enrollment, configuration, and troubleshooting through MDM tools (e.g., Intune).
Performs password resets, account unlocks, and basic Active Directory / Entra ID user management.
Guides users through VPN connections, remote desktop access, and secure file-sharing procedures.
Troubleshoots and supports communication devices including conference room AV equipment.
Delivers remote assistance to off-site locations and remote workers using tools like Bomgar.
Provides on-site support to local satellite offices as needed.
Documents all interactions, troubleshooting steps, and resolutions in the ticketing system for knowledge sharing.
Assists with IT compliance, audit readiness, and security maintenance efforts.
Maintains accurate records of IT service work and asset management.
Contributes to a positive work environment through professional, productive communication and effective working relationships, while delivering consistent, responsive, and high-quality customer experience in all interactions with customers, clients, co-workers, and management.
Maintains regular attendance including being at work, being at work, being on time to work and working full shifts.
Other duties may be assigned.

Requirements

Associate degree (AA) in Information Technology or equivalent and 3 years related experience; or equivalent combination of education and experience.
Experience Administering Active Directory Users, Groups and Computers in Windows Server 2024.
Experience troubleshooting and maintaining Microsoft Outlook client.
Experience supporting Microsoft 365 applications.
Demonstrated experience with Windows 11.
Strong customer service background and technical writing skills.
Excellent time management and organizational skills; ability to handling multiple tickets simultaneously.
Ability to communicate well in person, email, and telephone.
Ability to work effectively in a highly organized manner and be detail oriented.
Ability to work well independently and cross-functionally as part of an established and growing team.
Ability to ensure effective follow-up and follow-through.
Highly self-motivated and customer-service focused.
Ability to read, analyze, and interpret technical documents.
Ability to effectively present information and respond to questions within all levels of an organization.
Ability to sit for extended periods of time, use hands to lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds, and have close/color vision ability to adjust focus.
Valid driver license required.
Ability to travel as required.
Ability to work overtime as required.

Nice-to-haves

Employees working on programs subject to International Traffic in Arms Regulations must qualify as a US Person which is defined as a US Citizen, a Permanent Resident who does not work for a foreign company/foreign government/foreign governmental agency or organization, or a political asylee for legal compliance purposes.

Benefits

healthcare (medical, dental & vision)
life insurance
paid time off
a 401(k) savings plan with company match

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...