Junior IT Service Desk Analyst

IT Service Desk Analyst – Contract to Hire Who You Are

You are an early-career IT professional with at least 2 years of experience supporting end users in a help desk, service desk, or systems administration role. You take pride in delivering fast, friendly support and can translate complex technical issues into clear, non‑technical language. You are comfortable working independently, owning issues from intake to resolution, and you know when to raise or seek help.

You are hands‑on with Microsoft 365, Entra  (formerly Azure AD), and endpoint management tools, and you enjoy troubleshooting PCs, Macs, printers, and collaboration tools for a hybrid/remote workforce whether they are in the New Castle, DE area or fully remote.

As the IT Service Desk Analyst, you will be the primary point of contact for internal technology support and day‑to‑day IT operations. You will help manage our Microsoft 365 and Entra environments, administer endpoints via Intune, and ensure our employees have a reliable, secure, and well‑supported technology experience.

Must be based in the United States and in the New Castle, DE area. Occasional travel (~0–10%) to company offices, data centers, or client sites as needed, primarily in the New Castle, DE and New York City metro areas.

• Serve as a primary point of contact for IT support requests, managing the Jira ticket queue and other intake channels (email, Slack) to meet response and resolution targets.
• Provision, modify, and deprovision user accounts, groups, and licenses in Microsoft 365 and Microsoft Entra (formerly Azure AD), including access controls and basic security configurations.
• Configure and manage Windows and macOS endpoints using Microsoft Intune, including device enrollment, policies, application deployment, and compliance baselines.
• Diagnose and resolve hardware and software issues for PCs, Macs, mobile devices, and peripherals, coordinating vendor repair or replacement when necessary.
• Set up, configure, and troubleshoot printers and multifunction devices, including network connectivity, driver issues, and print queues in office environments.
• Support collaboration and productivity tools such as Zoom and Slack, including user setup, basic administration, and troubleshooting meetings, channels, and integrations.
• Assist with basic network and security troubleshooting (e.g., wired/wireless connectivity, VPN access) in environments leveraging Juniper networking and Palo Alto firewalls/VPNs, escalating complex issues to senior engineers or vendors.
• Complete ongoing security awareness training and comply with company policies.
• Identify and elevate security risks to the appropriate Executive Leadership Team member and actively contribute to remediation efforts.
• Other duties as assigned.

• 2+ years of experience in an IT help desk, service desk, or systems administration role supporting a hybrid and/or fully remote workforce.
• Practical administration experience with Microsoft 365 (Exchange, Teams, SharePoint, One Drive) and Microsoft Entra  (formerly Azure AD), including user lifecycle management and security groups.
• Experience managing and securing endpoints with Microsoft Intune or similar MDM/endpoint management platform across both Windows and macOS devices.
• Strong troubleshooting and customer service skills across PCs, Macs, printers, and common SaaS applications, with clear written and verbal communication that adapts to technical and non‑technical audiences.
• Comfortable working independently, prioritizing and owning tickets through resolution, and knowing when to raise issues or seek guidance.
• Experience administering Zoom and Slack; using or managing 1
  
  Password or other enterprise password managers; working with Jira or similar ticketing systems; familiarity with Juniper networking and Palo Alto firewalls/VPNs is a plus.

3‑6 month contract with the possibility of extension or conversion to full time based on performance.

Up to $35 per hour on 1099 with possible overtime (1.5× hourly rate). Pursuant to the NYC Pay Transparency Law, the base salary range in New York City for this…