Job Description

Job Responsibilities:

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 PowerShell for scripting and problem 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.

Preferred Qualifications:

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.

Help Desk System Analyst - [OKTA, Crowdstrike] - Atlanta, GA

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