DOAS Helpdesk System Analyst

Short Description

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.

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.

Your responsibilities will include providing both in‑person support at our office and remote support for users working from home, while also engaging with Active Directory, Microsoft Teams, IP phone systems, Exchange Admin, and expanding your expertise in OKTA, Crowdstrike, AWS, and SharePoint.

• 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 Power Shell for scripting and 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.

• 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.

Must be local to Atlanta and work on‑site daily.