Torchora
Back to Home

Key Responsibilities and Required Skills for IT Help Desk Analyst

💰 $ - $

🎯 Role Definition

The IT Help Desk Analyst provides first- and second-line technical support to end users, resolving hardware, software, network and application issues, managing incidents through a ticketing system, and escalating appropriately to minimize business disruption. This role emphasizes strong customer service, adherence to SLA targets, documentation and knowledge base contributions, user account administration, and collaboration with IT teams to deploy and maintain desktop and endpoint solutions across Windows, macOS and mobile platforms.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Desktop Support Technician
  • Technical Support Specialist
  • IT Intern / Junior Support Technician

Advancement To:

  • Senior Help Desk Analyst / Senior Desktop Support
  • Systems Administrator / Endpoint Engineer
  • IT Support Team Lead or IT Service Manager

Lateral Moves:

  • Application Support Analyst
  • Network Technician / Network Support Specialist
  • Security Operations Analyst (entry-level)

Core Responsibilities

Primary Functions

  • Respond promptly to incoming technical support requests via phone, email and ticketing systems (ServiceNow, Zendesk, Jira Service Desk), diagnose issues, document troubleshooting steps and resolve incidents while adhering to SLA targets for an enterprise user base.
  • Triage, prioritize and route tickets based on impact and urgency; own escalations to second-line or vendor support and follow through to timely resolution while maintaining clear user communication.
  • Troubleshoot desktop and laptop hardware problems (failures, diagnostics, replacements), coordinate warranty repairs, and deploy replacement devices using standard imaging tools and asset tagging processes.
  • Install, configure and maintain Windows and macOS operating systems, apply OS updates and patches, and manage system imaging and deployment using SCCM, Intune or similar endpoint management tools.
  • Manage user accounts and access in Active Directory and Azure AD: create, modify and disable accounts, reset passwords, configure group memberships and enforce least-privilege access.
  • Support Microsoft 365 (Office 365) services including Exchange Online, Outlook configuration, Teams, OneDrive syncing issues and license assignment; troubleshoot mail flow and calendar delegation problems.
  • Provide secure remote support using remote access tools (Microsoft RDP, TeamViewer, Bomgar, Zoom) to diagnose and resolve user issues across remote and hybrid work environments.
  • Configure and support VPN clients, Multi-Factor Authentication (MFA) enrollment, and remote access connectivity issues ensuring secure and compliant remote work experiences.
  • Deploy, enroll and manage mobile devices with Mobile Device Management (MDM) solutions (Intune, Jamf), perform device wipes or restores for lost/stolen devices and enforce corporate mobile policies.
  • Maintain and troubleshoot printers, copiers and other peripherals (network printers, scanners), including driver installs, queue management and toner/replacement coordination with vendors.
  • Implement and manage endpoint protection solutions (antivirus/anti-malware), respond to security alerts, assist with basic incident response steps (isolation, scans, remediation) and escalate to security teams when appropriate.
  • Support application-level issues for commonly used business applications, perform troubleshooting, coordinate with application owners and log clear, actionable incident details for development teams.
  • Perform onboarding and offboarding processes for employees: provision hardware and software, configure user profiles and access, remove accounts, collect assets and update inventory/asset management records.
  • Maintain and update knowledge base articles, runbooks and standard operating procedures (SOPs) to capture resolution steps, improve first-call resolution and reduce ticket churn.
  • Monitor service desk queues and performance dashboards; prepare and present weekly/monthly reports on ticket volumes, SLA compliance, recurring incidents and knowledge base adoption.
  • Participate in patch management cycles: verify patch deployment status, triage post-patch issues and coordinate rollbacks or workarounds in collaboration with systems teams to maintain endpoint security and stability.
  • Support scheduled desktop and system maintenance windows, communicate outages and changes to stakeholders, and follow change management processes for non-emergency updates.
  • Conduct root cause analysis for recurring technical issues, propose and implement corrective actions or process improvements to reduce incident recurrence and improve operational efficiency.
  • Assist with asset lifecycle management including procurement intake, receiving, imaging, inventory tagging, disposal and reconciliation of surplus hardware to maintain accurate CMDB/asset registers.
  • Provide end-user training and guidance on best practices (password hygiene, phishing recognition, collaboration tools) to reduce user-caused incidents and increase self-service adoption.
  • Collaborate with network, server, application and security teams on cross-functional projects such as OS migrations, endpoint refreshes, MFA rollouts and workspace modernization to ensure smooth implementations.
  • Ensure compliance with company policies, regulatory requirements and data protection standards when handling sensitive incidents or performing remote support and account actions.
  • Contribute to continuous improvement initiatives aimed at automating repetitive tasks (PowerShell scripting, ticket templates, workflows) and improving service desk efficiency and user satisfaction.
  • Participate in on-call rotations and after-hours support when required to maintain business continuity for critical systems and high-priority incidents.

Secondary Functions

  • Assist IT teams with inventory audits, tagging and reconciling physical assets, and updating the configuration management database (CMDB) for accurate asset lifecycle tracking.
  • Support procurement and vendor coordination by creating purchase requisitions for replacement hardware, tracking shipments, and liaising with vendors for escalated repairs and warranty claims.
  • Participate in IT projects such as desktop refresh, software rollouts and migrations by testing deployments, capturing compatibility issues and providing end-user support during cutovers.
  • Create and maintain user-facing FAQs and self-help resources to increase self-service rates and reduce basic support ticket volume.
  • Help with accessibility and assistive technology setup for users with special needs to ensure inclusive access to IT resources.

Required Skills & Competencies

Hard Skills (Technical)

  • Strong troubleshooting skills for Windows OS (7, 10, 11) and macOS support, including imaging, driver management and OS updates.
  • Experience administering Active Directory and Azure AD: user provisioning, group policy objects (GPO), password resets and account lifecycle management.
  • Proficiency with Microsoft 365 (Office 365) administration and user support: Outlook, Teams, OneDrive, SharePoint basics and license assignment.
  • Hands-on experience with IT ticketing systems such as ServiceNow, Zendesk, Jira Service Desk or Freshservice for incident tracking and SLA management.
  • Familiarity with endpoint management and deployment tools: Microsoft SCCM, Intune (MDM) or Jamf for Mac device lifecycle and software distribution.
  • Knowledge of basic networking fundamentals: TCP/IP, DNS, DHCP, VPN troubleshooting and network connectivity diagnostics.
  • Experience with remote support tools (TeamViewer, LogMeIn, Remote Desktop, Zoom) and secure remote access best practices.
  • Experience supporting printers, scanners and peripheral hardware, including networked MFP configuration and driver troubleshooting.
  • Basic scripting/automation skills (PowerShell, batch scripts) to automate routine support tasks, user provisioning and log collection.
  • Familiarity with endpoint security tools and concepts: antivirus, EDR, patch management and common remediation techniques.
  • Understanding of ITIL concepts (incident, problem and change management) and experience working in an SLA-driven environment.
  • Knowledge of mobile device management (MDM) platforms and experience enrolling and troubleshooting iOS/Android devices.
  • Ability to read and interpret system logs, event viewer entries and common diagnostic output to isolate root causes.

Soft Skills

  • Exceptional customer service and communication skills: able to translate technical information into user-friendly language and provide calm, confident support under pressure.
  • Strong problem-solving and analytical thinking with attention to detail for accurate diagnosis and resolution.
  • Time management and prioritization skills to balance a high volume of tickets while meeting SLA objectives.
  • Teamwork and collaboration: works well with cross-functional IT teams and escalates when necessary with clear, documented context.
  • Adaptability and willingness to learn new technologies, tools and processes quickly in a changing IT environment.
  • Patience and empathy when assisting non-technical users and managing difficult support scenarios.
  • Documentation and technical writing skills for creating KB articles, runbooks and knowledge transfer materials.
  • Initiative and continuous improvement mindset to suggest process automations and service enhancements.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or GED required; relevant technical certifications or vocational training preferred.

Preferred Education:

  • Associate degree or Bachelor's degree in Computer Science, Information Technology, Information Systems or a related field.

Relevant Fields of Study:

  • Computer Science
  • Information Technology
  • Information Systems
  • Network Administration
  • Cybersecurity / Information Assurance

Experience Requirements

Typical Experience Range:

  • 1–3 years of hands-on technical support or help desk experience (entry-level to intermediate). Many roles accept 0–2 years for junior positions and 2–4+ years for mid-level.

Preferred:

  • 2–4 years of IT support experience in an enterprise environment with proven exposure to Active Directory, Microsoft 365, endpoint management (SCCM/Intune), and a service desk/ticketing platform.
  • Relevant certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Modern Desktop Administrator, ITIL Foundation, or Apple Certified Support Professional (ACSP) are advantageous.
Explore More Careers