Help Desk Support Analyst

Job Title:

Help Desk Support Analyst

The Help Desk Support Analyst provides primarily phone and remote support to over 1,700 users, resolving technical issues related to Windows 11, Microsoft Office 2016/365, Outlook, Active Directory, Citrix, VPN, mobile devices, Mobile Iron MDM, Intune, Zoom, and iManage document management. You use Ivanti as the main ticketing and IT service management platform while delivering a high level of customer service in a fast‑paced, professional environment.

The schedule for this role is Monday through Friday, 11:00 a.m. to 7:00 p.m.

• Provide first‑line phone and remote support to a large user base, handling the initial call from end users and accurately documenting issues in the ticketing system.
• Troubleshoot and resolve issues related to Windows 11, including operating system performance, configuration, and user profile problems.
• Support Microsoft Office 2016/365 and Outlook, including email configuration, calendar issues, and productivity application troubleshooting.
• Administer and troubleshoot user access and permissions in Active Directory, including account lockouts, password resets, and group membership changes.
• Support remote access technologies such as VPN and Citrix, including connectivity issues, authentication problems, and session performance.
• Provide support for mobile devices and mobile device management (MDM) platforms, including Mobile Iron and Intune, addressing configuration, security, and synchronization issues.
• Assist users with Zoom and other collaboration tools, including meeting setup, audio/video issues, and integration with other systems.
• Support iManage document management, including user access, document retrieval, and basic troubleshooting of document‑related issues.
• Use Ivanti or similar ITSM tools to log, track, prioritize, and resolve incidents and service requests within defined service levels.
• Deliver excellent customer service by communicating clearly, setting expectations, and following up with users to ensure issues are fully resolved.
• Collaborate with team members and, when necessary, elevate complex issues to appropriate support tiers.
• Adhere to established procedures and best practices while contributing feedback to improve support processes and user experience.

• At least 3–5 years of service desk or help desk support experience in a corporate environment.
• Proven experience taking initial calls from end users and providing first‑line technical support.
• Strong troubleshooting skills with Windows 11 in a corporate setting.
• Hands‑on experience supporting Microsoft Office 2016/365 and Outlook.
• Working knowledge of Active Directory, including user and access troubleshooting.
• Experience supporting VPN and remote access technologies.
• Experience supporting mobile devices and mobile device management (MDM) solutions.
• Experience with a ticketing or ITSM system such as Ivanti, Service Now, or a similar platform.
• Strong customer service skills with a focus on user satisfaction.
• Strong verbal and written communication skills, with the ability to explain technical issues clearly to non‑technical users.

• Experience with Mobile Iron MDM and Microsoft Intune.
• Experience supporting iManage document management systems.
• Experience working in a legal or professional services environment.
• Familiarity with Citrix environments and remote desktop technologies.
• Experience supporting Zoom and other collaboration tools.
• Ability to perform effectively in a high‑pressure, fast‑paced environment.

This is a Contract position based out of New York, NY.

The pay range for this position is $27.00 - $29.00/hr eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits may include:

• Medical, dental & vision
• Critical Illness, Accident and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Paid Time Off / Leave (PTO, vacation…