Helpdesk System Analyst

Title: Helpdesk System Analyst
Location: Atlanta, GA
Duration: 2 months (Extendable till next fiscal year)
Type: Contract Onsite

*The candidate must be local to Atlanta and be able to come to the office every day to work*

Overview:
We are seeking an experienced Help Desk System Analyst. The ideal candidate will excel in troubleshooting Windows 11, Active Directory, Microsoft O365, laptop equipment and other essential technologies while delivering top-notch customer service.

Job Description:

• As a Help Desk System Analyst, you will play a critical role in ensuring our employees can work seamlessly across a variety of technical platforms.
• You will provide direct support to end-users, addressing technical issues, troubleshooting hardware and software problems, and assisting with network connectivity and VPN access.
• This role requires exceptional problem-solving skills, effective communication, and the ability to thrive in a dynamic environment.
• You will work with a variety of tools and systems, including Active Directory, Microsoft Teams IP phone systems, and Exchange Admin, while having opportunities to expand your expertise in OKTA, Crowdstrike, AWS, and SharePoint.
• Your responsibilities will include both in-person support at our office and remote support for users working from home.

Job Responsibilities:

• Respond to and resolve technical support tickets related to Windows 11, Active Directory, Microsoft O365, network connectivity, VPN, and RDP.
• Assist users with password resets, PST file management, and Exchange Admin tasks.
• Provide hands-on and remote support for hardware, software, and IP phone systems (e.g., Microsoft Teams).
• Use ticket tracking systems to document, prioritize, and track user issues effectively.
• Troubleshoot advanced issues using tools like PowerShell for scripting and problem resolution.
• Support security and authentication tools such as OKTA and Crowdstrike.
• Maintain knowledge of AWS and SharePoint systems to assist users as needed.
• Deliver exceptional customer service to end-users via phone, email, and face-to face interactions.
• Collaborate with IT teams to ensure smooth operation of company-wide systems.

Preferred Qualifications:

• 3+ years of experience in a technical support or help desk role. Strong understanding of Windows 11, Active Directory, and Microsoft O365.
• Experience troubleshooting network connectivity, VPNs, and IP phone systems.
• Familiarity with security tools (OKTA, Crowdstrike) and cloud environments (AWS).
• Proficiency with ticket tracking systems and remote support tools.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are highly desirable.
• Excellent communication and interpersonal skills to interact with users of varying technical expertise.
• Strong organizational skills and attention to detail in documenting issues and resolutions.