Helpdesk Support Analyst

We are looking for a highly capable Helpdesk Support Analyst to join our IT team and deliver expert-level support across a wide range of technologies and business systems. This role is ideal for someone with deep experience in Windows OS environments, Microsoft 365 administration, and retail IT operations, who thrives in a fast-paced, customer-centric environment.

Key Responsibilities

• Troubleshoot Windows OS issues including user profiles, group policies, and performance bottlenecks.
• Provide advanced support for Microsoft 365 services: Exchange Online, Teams, SharePoint, and OneDrive.
• Manage user accounts and permissions in both on-prem Active Directory and Microsoft Entra ID (formerly Azure AD).
• Handle ticket triage, escalation, and resolution tracking using platforms like ServiceNow, Freshservice, Jira, or Salesforce Service Cloud.
• Support legacy VB6 applications and ensure continuity of service.