IT Help Desk Analyst (Contract)
Serves as the first point of contact for all IT support requests, providing Tier I help desk support for hardware, software, network, and application issues at an aerospace interiors company. Day-to-day work spans ticketing, onboarding/offboarding, Active Directory/Entra ID account management, Microsoft 365 and Windows 11 support, MDM via Intune, and remote assistance. This is a temporary contract
- Compensation
- $27–$37 / hr
- Location
- Bothell, Washington, United States
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Contract
- Experience
- 3+ years
- Category
- It support
- Posted
Skills
Must have
- Associate degree (AA) in Information Technology or equivalent and 3 years related experience, or equivalent combination of education and experience
- Qualify as a US Person for programs subject to ITAR
- Experience administering Active Directory Users, Groups and Computers in Windows Server 2024
- Experience troubleshooting and maintaining Microsoft Outlook client
- Experience supporting Microsoft 365 applications
- Demonstrated experience with Windows 11
- Strong customer service background and technical writing skills
- Excellent time management and organizational skills; ability to handle multiple tickets simultaneously
- Ability to communicate well in person, email, and telephone
- Ability to work effectively in a highly organized manner and be detail oriented
- Ability to work well independently and cross-functionally as part of an established and growing team
- Ability to read, analyze, and interpret technical documents
- Valid driver license required
- Ability to travel as required
- Ability to work overtime as required
Full description
Summary
IT Help Desk Analyst serves as the first point of contact for all IT-related support requests across the organization. In our network heavy environment with complex data volumes, a large physical facility footprint, and a sizable remote workforce, this role delivers fast, friendly and effective technical assistance to keep employees productive and minimize downtime.
This is a temporary position employed through an agency.
Essential Duties and Responsibilities
- Provides Tier I technical support for hardware, software, network connectivity, and application issues.
- Receives, logs, prioritizes, and resolves help desk tickets via phone, email, chat, Teams, and in-person requests.
- Participates in Employee Onboarding/Offboarding Tasks, including account provisioning, workstation and peripheral setups.
- Assists with installation, updates, and basic configuration of approved software and applications.
- Supports mobile device enrollment, configuration, and troubleshooting through MDM tools (e.g., Intune).
- Performs password resets, account unlocks, and basic Active Directory / Entra ID user management.
- Guides users through VPN connections, remote desktop access, and secure file-sharing procedures.
- Troubleshoots and supports communication devices including conference room AV equipment.
- Delivers remote assistance to off-site locations and remote workers using tools like Bomgar.
- Provides on-site support to local satellite offices as needed.
- Documents all interactions, troubleshooting steps, and resolutions in the ticketing system for knowledge sharing.
- Assists with IT compliance, audit readiness, and security maintenance efforts.
- Maintains accurate records of IT service work and asset management.
- Contributes to a positive work environment through professional, productive communication and effective working relationships, while delivering consistent, responsive, and high-quality customer experience in all interactions with customers, clients, co-workers, and management.
- Maintains regular attendance including being at work, being on time to work and working full shifts.
- Other duties may be assigned.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Greenpoint Core Competencies
- Adaptability - Adapts to changes in the work environment, manages competing demands, and accepts constructive criticism/feedback and changes approach or method to best fit the situation.