Randstad Digital Americas · 3 hours ago
Help Desk End User Support Analyst
Woodbridge, NJ
Contract
Hybrid
Senior Level
$32/hr - $36/hr
5+ years expRandstad Digital Americas is seeking an experienced Help Desk End User Support Analyst to provide phone support in a hybrid environment for corporate end users. The role involves diagnosing and resolving technical issues, managing user accounts, and ensuring compliance with security protocols.
Information Technology & Services
Responsibilities
Respond to between 25 and 50 requests daily for technical assistance primarily via phone and e-mail
Diagnose/resolve or escalate where appropriate technical hardware and software issues
Log all incidents and questions
Research questions using available resources (Internet, call tracking software, knowledgebase)
Setup Audio/Video Conferences
Follow Helpdesk procedures
Administer Windows domain user accounts (Unlock accounts, reset passwords)
Document solutions in the call tracking system knowledgebase
Diagnose, troubleshoot, and resolve hardware, software, and network-related issues
Handle incidents and requests efficiently, meeting Service Level Agreements (SLAs)
Provide client-facing support for high-profile end users
Administer user accounts, permissions, and security settings via Active Directory and Exchange Online
Administer Microsoft 365 environments, including Exchange Online, SharePoint, and OneDrive
Manage Active Directory for user provisioning, terminations, password resets, and permissions
Provide support for system and cloud administration tasks, including file migrations to OneDrive
Use and create PowerShell scripts to modify AD objects
Act as a technical lead for help desk operations, managing escalations and offering guidance to junior staff
Assist in the onboarding and offboarding of users, ensuring smooth transitions
Collaborate with security teams to manage tools such as Symantec, ThreatLocker, and Bit9
Contribute to knowledge base articles, process documentation, and training materials for internal teams
Ensure compliance with security protocols, including managing access and permissions in cloud environments
Qualification
Required
5 to 7 years of experience in technical support, systems administration, or related IT roles
Expertise in Microsoft 365 administration (Exchange Online, SharePoint, OneDrive)
Proficient with helpdesk/ticketing systems ServiceNow
Advanced troubleshooting for network (VPN, DNS, TCP/IP) and user account management
Ability to administer Active Directory and support cloud-based IT operations
Minimum 5 years of technical phone support in a Windows/Microsoft Office environment (preferably financial background)
4 years college or technical school certification
Microsoft certified or actively seeking Microsoft certification
Excellent oral and written communication skills
Handle high-stress phone situations with poise while maintaining composure
Call Tracking Software understanding and adherence
Quick learner of detailed procedures
Good technical problem analysis/solving
Organized work habits
Attention to detail
Strong troubleshooting abilities
Excellent communication skills (oral and written)
Ability to handle escalated technical issues with white-glove service for C-level executives
Preferred
MCP Preferred
ITIL Foundation certification for service management practices is a plus
Experience with Azure Active Directory (AAD) or similar cloud identity management systems
Experience with advanced administration of collaboration tools like Microsoft Teams, Slack, or Zoom, especially around user permissions and integrations
Benefits
Medical
Prescription
Dental
Vision
AD&D
Life insurance offerings
Short-term disability
401K plan
Company
Randstad Digital Americas
Randstad Digital is a trusted digital enablement partner that facilitates accelerated transformation for businesses by providing global talent, capacity, and solutions across specialized domains.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Graig Paglieri
CEO, Randstad Digital Americas
Pascal de Hesselle
SVP, Executive Client Partner - Technology, Media & Telecom
Company data provided by crunchbase