Help Desk Analyst – Technical Support

About the role

Aaratech Inc. is looking for a Help Desk Analyst to deliver first‑level technical support to end users across the organization. You will troubleshoot hardware, software, and network issues while ensuring a high‑quality customer experience.

Key responsibilities

• Provide first‑line support for hardware, software, and network‑related incidents.
• Diagnose and resolve problems with desktops, laptops, printers, and peripheral devices.
• Install, configure, and maintain Windows operating systems and business applications.
• Create, update, and close support tickets with accurate documentation.
• Manage user accounts, passwords, and permissions in Active Directory and Microsoft 365.
• Escalate complex issues to higher‑level support teams when necessary.

Required profile

• Bachelor’s degree in IT, Computer Science, Information Systems or related field.
• 1–2 years of experience in Help Desk, Desktop Support, or IT Support.
• Experience supporting Windows OS, Microsoft Office 365, and Active Directory.
• Basic understanding of networking concepts, printers, and remote support tools.
• Strong customer service, communication, and problem‑solving abilities.

Required skills

• Windows operating systems (Windows 10/11)
• Microsoft Office 365 and Microsoft 365 administration
• Active Directory
• Ticketing systems (ServiceNow, Jira, Zendesk, Freshservice)
• Remote desktop tools
• Networking basics, VPN connectivity, hardware troubleshooting
• CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals, ITIL Foundation (optional certifications)