IT Service Desk Analyst-Contract to Hire (Remote)

2+ years of experience in an IT help desk, service desk, or systems administration role supporting a hybrid and/or fully remote workforce. Practical administration experience with Microsoft 365 (e.g., Exchange Online, Teams, SharePoint, OneDrive) and Microsoft Entra ID (formerly Azure AD). Experience managing and securing endpoints with Microsoft Intune or a similar MDM/endpoint management platform, across both Windows and macOS devices. Strong troubleshooting and customer service skills across PCs, Macs, printers, and common SaaS applications. Clear written and verbal communication that adapts to technical and non-technical audiences. Comfortable working independently, prioritizing and owning tickets through resolution, and knowing when to escalate issues or seek guidance.

Serve as a primary point of contact for IT support requests. Manage the Jira ticket queue and other intake channels. Provision, modify, and deprovision user accounts, groups, and licenses in Microsoft 365 and Microsoft Entra. Configure and manage Windows and macOS endpoints using Microsoft Intune. Diagnose and resolve hardware and software issues for PCs, Macs, mobile devices, and peripherals. Set up, configure, and troubleshoot printers and multifunction devices. Support collaboration and productivity tools such as Zoom and Slack. Assist with basic network and security troubleshooting. Complete ongoing security awareness training and comply with company policies. Identify and escalate security risks.