IT Help Desk Analyst

About this role

Summary

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.

Essential Duties and 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 on time to work and working full shifts.

• Other duties may be assigned.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Greenpoint Core Competencies

• Adaptability - Adapts to changes in the work environment, manages competing demands, and accepts constructive criticism/feedback and changes approach or method to best fit the situation.

• Communications - Expresses ideas and thoughts effectively in verbal and written form, exhibits good listening and comprehension, keeps others informed and uses appropriate communication methods.

• Dependability - Responds to requests for service and assistance, follows instruction and responds to management direction, takes responsibility for own actions and doing the best job possible, keeps commitments, and maintains reliable…