Helpdesk Analyst

Job Description

We have an opportunity for a full-time IT & AIForge Helpdesk Analyst to join our Operations team. The successful candidate will be a highly motivated, customer-focused IT professional responsible for providing technical support to internal end users and Tier I technical support for AIForge clients, while actively monitoring and managing the IT support queue in ConnectWise Manage. This role requires the ability to prioritize and resolve internal IT support requests efficiently, coordinate with other IT team members and external vendors to address escalated or high-volume IT issues, and provide responsive Tier I support to AIForge clients. The candidate will also assist AIForge clients with software installation, user setup, basic configuration, troubleshooting, and gathering technical information for issues requiring additional technical support.

Typical Responsibilities

End-User & IT Support

• Deploy, configure, and validate new laptops, including operating system setup, security hardening, driver updates, encryption (BitLocker), and installation of standard software packages.
• Create, configure, and manage Microsoft 365 user accounts, including MFA enrollment, role assignments, mailbox setup, and security group membership.
• Build and maintain distribution lists, Microsoft Teams channels, and shared mailboxes, and manage user access permissions in accordance with company security standards.
• Set up and administer SharePoint Online sites for internal teams and external partners, including permissions management, site organization, and access governance.
• Implement and manage Microsoft 365 policies, such as conditional access, password policies, device compliance rules, and email security settings, to support a secure and compliant environment.
• Provide day-to-day technical support for end users by troubleshooting and resolving issues related to Microsoft 365 applications, email delivery, Teams collaboration, hardware, software, printers, network connectivity, VPN access, and mobile devices.
• Monitor and manage incoming IT support requests through ConnectWise Manage, ensuring tickets are properly categorized, prioritized, assigned, documented, and resolved within established service levels.
• Proactively review the IT ticket queue to identify high-priority issues, recurring problems, aging tickets, and service bottlenecks, and take appropriate action to maintain timely resolution.
• Coordinate with other IT team members and external vendors to address complex, escalated, or high-volume support requests, ensuring effective workload distribution and follow-through.
• Assign and track software licenses across multiple platforms, including Microsoft 365, Adobe, and specialized business tools, and support end users with installation, activation, and configuration.
• Maintain and update the IT asset inventory, including laptops, peripherals, software licenses, warranty information, and device lifecycle status.
• Perform routine system checks and preventive maintenance, including patching, antivirus updates, performance monitoring, and device health reviews.
• Support employee onboarding and offboarding activities, including account provisioning, equipment deployment, access management, and recovery of company assets.
• Document technical procedures, troubleshooting steps, and support resolutions to improve knowledge sharing and operational efficiency.
• Provide technical guidance and user training to promote effective use of IT systems, security awareness, and adherence to company technology policies.
• Take ownership of internal IT support requests through resolution and ensure support activities and resolutions are accurately documented.

AIForge Client Support – Tier I

• Provide Tier I technical support to AIForge clients and serve as a first point of contact for AIForge-related support requests.
• Assist clients with installing, configuring, and validating AIForge within their environment in accordance with established installation and deployment procedures.
• Assist clients with creating, configuring, and managing AIForge user accounts and access permissions.
• Support AIForge client onboarding, including user account setup, access validation, and basic product orientation.
• Assist clients with common AIForge application, authentication, configuration, connectivity, and access issues.
• Provide basic technical guidance to clients on the use of AIForge and assist them in following established product procedures and documentation.
• Troubleshoot Tier I AIForge issues using available documentation, knowledge-base articles, standard operating procedures, and diagnostic tools.
• Assist clients with basic environment and deployment-related troubleshooting, including connectivity, system access, and required configuration information.
• Gather complete and accurate technical information for AIForge issues that cannot be resolved at Tier I, including error messages, screenshots, logs, configuration details, environment information, and steps to reproduce the issue.
• Create, categorize, prioritize, and maintain AIForge support tickets with clear documentation of the issue, troubleshooting performed, findings, and relevant technical information.
• Escalate unresolved AIForge issues to the appropriate Tier II/III support, engineering, or development team with complete and actionable information.
• Monitor and follow up on AIForge issues that have been escalated to ensure appropriate communication and timely progression toward resolution.
• Communicate professionally and clearly with AIForge clients regarding troubleshooting steps, requested information, issue status, and next steps.
• Assist with AIForge software updates, configuration changes, and other client support activities as directed by senior technical staff.
• Maintain and update AIForge installation procedures, troubleshooting guides, FAQs, and knowledge-base documentation.
• Identify recurring AIForge issues and communicate trends, potential product defects, and client feedback to the appropriate technical and product teams.
• Develop a working understanding of AIForge and its use in software development and modernization environments to effectively assist clients with Tier I support.
• Maintain a customer-focused approach when supporting AIForge clients and ensure support requests are handled professionally and efficiently.

Qualifications

Required

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.• 3+ years of experience in IT helpdesk, desktop support, technical support, or related support environments.• Strong oral and written communication skills with the ability to provide excellent customer service to end users and external clients.• Experience troubleshooting and resolving hardware, software, Microsoft 365, email, VPN, printer, and network connectivity issues.• Experience working with IT ticketing systems, preferably ConnectWise Manage or similar service management platforms.• Ability to prioritize, organize, and manage multiple support requests in a fast-paced environment.• Strong analytical, troubleshooting, and problem-solving skills.• Working knowledge of Microsoft 365 administration, including user account management, MFA, Teams, and SharePoint Online.• Basic understanding of endpoint security, device management, and IT best practices.• Familiarity with Windows operating systems, laptop deployment, and standard desktop support tools.• Ability to learn and support enterprise software applications and client-facing technical products.• Strong customer service skills and the ability to communicate effectively with both internal employees and external clients.• Ability to gather, document, and communicate technical information clearly when escalating application issues.• Experience with virtualization technologies, remote support tools, and cloud platforms such as Microsoft Azure is a plus.• Basic scripting knowledge (PowerShell