IT Help Desk Analyst

Position:IT Help Desk Analyst
Location:Conover, NC (On-Site – 5 days per week)
Department: Information Technology
Reports to: CTO

Position Summary:

The IT Help Desk Analyst provides responsive, customer-focused technical support to LEE Industries employees across office, manufacturing, and remote-work environments. The analyst owns issues from initial contact through resolution or effective escalation and helps maintain reliable endpoints, user access, collaboration tools, printers, and other technology used in daily operations.

This position works in a hybrid Microsoft and on-premises environment that includes Microsoft 365, Microsoft Entra , Active Directory, Cisco Meraki, Atera, Sentinel One, Nutanix, VMware, Azure, and an on-premises IBM iSeries ERP platform. The analyst will perform approved, documented Tier 1 and Tier 2 support activities while partnering with internal senior engineers, the managed service provider, and application owners on complex infrastructure and cybersecurity issues.

The role offers a defined development path into Microsoft identity, systems administration, and cybersecurity. Advanced security administration, privileged-access decisions, incident command, and high-risk production changes remain with designated senior personnel until the analyst has demonstrated the required competence and received formal authorization.

• Serve as a key point of contact for technology questions and incidents submitted via the Atera service portal.
• Diagnose and resolve Tier 1 and Tier 2 issues involving Windows endpoints, Microsoft 365, Outlook, Teams, printers, scanners, mobile devices, browsers, approved applications, and peripheral equipment.
• Own assigned tickets through resolution, including accurate documentation, timely communication, prioritization, follow-up, and escalation.
• Work with the team to remedy issues based on business impact/prioritization, with particular attention to production interruptions, shipping, finance, customer service, and other time-sensitive operations.
• Provide hands-on support at manufacturing and office locations while following plant safety and change-control requirements.
• Create and maintain user-facing knowledge articles and repeatable support procedures.

• Complete approved onboarding, transfer, and offboarding tasks using documented checklists and required approvals.
• Perform delegated, least-privilege user administration in Microsoft Entra , Active Directory, Microsoft 365, Exchange Online, Teams, and related services.
• Support password resets, multifactor authentication enrollment, group membership, shared resources, licensing, and account troubleshooting within assigned permissions.
• Escalate privileged-role changes, Conditional Access changes, synchronization failures, suspected account compromise, and exceptions to senior administrators.
• Help maintain accurate access records and participate in periodic account and group reviews.

• Deploy, configure, patch, inventory, and troubleshoot company workstations and approved software using Atera and other authorized tools.
• Confirm that required security agents, including Sentinel One, are installed, healthy, current, and reporting; expand alerts and coverage gaps according to the incident runbook.
• Follow security procedures for malware reports, phishing messages, lost devices, suspicious sign-ins, and other potential incidents; preserve relevant information and elevate without independently conducting high-risk containment actions unless specifically authorized.
• Support vulnerability and patch-remediation activities assigned by senior IT or security personnel.
• Reinforce security awareness through clear,…