IT Help Desk Analyst

This onsite IT Help Desk Analyst position in Clearwater, FL supports employees with Tier 1 and Tier 2 technical assistance through a ticketing system. The role focuses on troubleshooting and maintaining macOS devices, including enrollment and device management using Microsoft Intune.

Key Responsibilities

• Deliver Tier 1 and Tier 2 technical support to employees by responding to ticket requests.
• Troubleshoot and resolve issues involving hardware, software, peripherals, and mobile devices.
• Install, configure, and support macOS computers and associated hardware.
• Enroll, configure, and manage company-owned devices using Microsoft Intune.
• Support workstation deployments, new hire onboarding, employee offboarding, and hardware provisioning.
• Maintain inventory for laptops, desktops, monitors, accessories, and other IT assets.
• Escalate more complex issues to senior IT staff while providing thorough documentation of troubleshooting steps completed.

Required Qualifications

• 1 to 2 years of experience in an IT Help Desk, Desktop Support, or break/fix environment.
• Highschool Diploma/GED.
• Professional experience supporting macOS devices.
• Working knowledge of Microsoft Intune for device enrollment and management.
• Strong troubleshooting ability across hardware, software, operating systems, and peripherals.
• Excellent verbal and written communication skills.
• Strong customer service skills, including the ability to explain technical topics clearly to non-technical users.
• Experience using a ticket management system, preferably Zendesk.
• Ability to prioritize multiple support requests while maintaining accuracy and attention to detail.
• Self-motivated, organized, and dependable work style.

Preferred Qualifications

• Experience supporting Microsoft 365 and cloud-based business applications.
• Familiarity with Microsoft Entra ID (Azure Active Directory).
• Experience supporting iOS devices.
• Knowledge of endpoint security tools and device compliance policies.
• CompTIA A+, Apple Certified Support Professional (ACSP), or similar certifications.

Technology Stack

• macOS
• Microsoft Intune
• Microsoft 365
• Microsoft Entra ID (Azure Active Directory)
• Zendesk
• iOS

Location and Pay

Clearwater, FL (onsite). Hourly pay: USD 26.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Role Profile

• Team-oriented approach with a focus on helping employees resolve technical problems.
• Analytical and troubleshooting skills with a proactive mindset for issue resolution.
• Ownership and follow-through to completion for support requests.
• Strong organizational skills to manage competing priorities.
• Commitment to delivering an outstanding employee support experience.