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.
• ITIL Foundation certification preferred.