Help Desk Analyst

Overview

Become part of one of the largest and fastest-growing privately held security companies in the U.S! Since 1998, Sunstates Security has built a national reputation for delivering exceptional services while fostering high-quality work environments for our team. We are dedicated to hiring, developing, and retaining a professional workforce that reflects our commitment to excellence.

We believe in strategic reinvestment in our people by offering a benefits package that exceeds industry standards, pathways for career advancement, extensive internal training, and employee recognition programs. Our team members are provided with the tools, knowledge, and hands‑on management support necessary for long‑term success.

Our commitment to a superior workplace culture is reflected in our most recent national accolades. Sunstates Security is proud to be recognized as a 2026 Forbes Dream Employer, an honor based on independent employee feedback and workplace excellence. Additionally, we have been named a 2026 Training MVP by Training Magazine, marking the third consecutive year we have accepted this prestigious recognition.

We also continue to be celebrated for our steady growth and stability on the Inc. 5000 list of America’s fastest‑growing private companies.

At the heart of everything we do are our core values of honor, integrity, and trust. If you are searching for a rewarding career with a proactive security partner that protects some of the country’s leading organizations, we invite you to explore the possibilities at Sunstates Security. Join a successful, growing team where your talent is appreciated and have opportunities to advance your professional career.

Sunstates Security is hiring a Help Desk Analyst for our corporate headquarters located in Raleigh, NC. The Help Desk Analyst is responsible for providing first and second‑level technical support to end users across a 500‑laptop and 1000‑iPhone environment. This role includes phone‑based troubleshooting, deskside support, and performing hardware and software installations, imaging, and deployments. The analyst will ensure timely resolution of issues while maintaining a high standard of customer service and professionalism.

This is a fully in‑office position at our corporate headquarters in Raleigh. It is NOT a remote or hybrid role.

In addition to a competitive annual salary starting at $60,000, this position is eligible for an annual performance‑based bonus, full medical, dental, vision, and life insurance coverage, a 401(k) plan with company match, generous PTO allowance, tuition assistance, and more!

• Provide first and second level phone and deskside support for end user technical issues
• Document incidents, troubleshooting steps, and resolutions in the help desk ticketing system
• Perform hardware installations, moves, replacements, and basic maintenance for PCs and printers
• Image, deploy, and support laptops, iPhones, and iPads
• Assist with maintaining and updating standard laptop images
• Escalate complex issues to senior IT staff or vendors when appropriate
• Stay current on technology trends, tools, and best practices

• Experience supporting Windows operating systems and Microsoft 365 applications
• Working knowledge of Microsoft 365 and Entra administration portals
• Experience with desktop and laptop imaging tools
• Strong understanding of iOS devices including iPhone and iPad
• Familiarity with mobile device management platforms such as MaaS
  360 (preferred)
• Familiarity with Apple Business Manager (preferred)
• Understanding of mobile app deployment and basic MDM workflows
• Experience working with IT help desk ticketing systems
• General knowledge of hardware troubleshooting and peripheral support

• A degree in Computer Science, Information Technology, or a related field, or a minimum of two years of comparable experience
• Two years of experience in end‑user support and troubleshooting in a networked environment
• Strong analytical and problem‑solving skills
• Proven ability to deliver exceptional customer service with excellent interpersonal and communication skills
• Self‑motivated with the ability to work…