Service Desk Analyst

Overall Responsibility

Provides responsive, security-conscious technical support for Arora’s growing, distributed enterprise environment. Supports end users, endpoints, Microsoft 365 services, identity and access, network connectivity, business applications, and related cloud services, with the goal of maintaining reliable, secure, and productive technology services in support of Company objectives.

Essential Functions

• Provides Tier 1 and Tier 2 service desk support for Windows endpoints, Microsoft 365 applications, mobile devices, printers, peripherals, and approved business applications for office-based and remote users.
• Deploys, configures, maintains, patches, and troubleshoots desktops and laptops using Arora’s endpoint management and support tools, including ManageEngine Endpoint Central and related modules.
• Supports Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, Office applications, licensing, and common collaboration issues.
• Administers routine user identity and access tasks across Active Directory, Microsoft Entra ID, Microsoft 365, security groups, permissions, multi-factor authentication, and approved access workflows.
• Troubleshoots LAN, WAN, Wi-Fi, DNS, DHCP, TCP/IP, Cisco Meraki connectivity, and Cisco AnyConnect VPN issues, escalating infrastructure or security incidents when appropriate.
• Documents incidents, service requests, troubleshooting steps, and resolutions in the service desk ticketing system and maintains accurate asset, endpoint, and knowledge-base information.

Secondary Functions

• Performs user onboarding and offboarding support, equipment provisioning and recovery, software deployment, license coordination, technology refresh activities, and other related duties as assigned.