Help Desk Analyst

About the Role

As our Help Desk Analyst, you'll keep our team connected and productive, both in our Seattle office and wherever our remote staff work. You'll be the first point of contact for tech issues. You'll solve hardware, software, and account problems, escalate what needs more support, and help run the systems our staff use every day.

Our people do fast-moving client work, from community meetings to creative campaigns. You'll be the calm, friendly expert who gets them back to work quickly and explains fixes in plain

What You'll Do

• Serve as the first point of contact for help desk tickets from on-site and remote staff in person, by phone, by video, and through our HappyFox ticketing system
• Troubleshoot Windows and macOS laptops, printers, conference room technology, and mobile devices
• Manage user accounts, licenses, and permissions in Microsoft 365, Entra ID, and Active Directory
• Onboard and offboard on-site and remote staff, including device setup, shipping, imaging, and account provisioning
• Track hardware and software inventory and help plan device replacements
• Manage device configuration, patching, and security policies through NinjaOne mobile device management (MDM), along with multifactor authentication and endpoint protection
• Write and update how-to guides and knowledge base articles for staff
• Escalate complex issues to the IT team or IT management and follow them through to resolution
• Spot recurring problems and recommend fixes that reduce future tickets

What You Bring

• Two to four years of help desk or desktop support experience
• Hands-on skill with Windows and macOS troubleshooting
• Working knowledge of Microsoft 365 administration, including Exchange Online, SharePoint, and Teams
• Experience with Active Directory and Entra ID account management
• Comfort with ticketing systems, remote support tools, and clear, consistent ticket notes
• Basic networking knowledge, including Wi-Fi, VPN, DNS, and DHCP
• Strong customer service skills and patience with nontechnical users
• Clear writing for instructions and documentation
• Ability to occasionally lift, push, or pull more than 30 pounds, with or without reasonable accommodation

Nice to Have

• CompTIA A+, Network+, or Microsoft 365 certification
• Hands-on experience with NinjaOne or other MDM tools
• Familiarity with Adobe Creative Cloud license management
• Basic PowerShell scripting
• Experience supporting a professional services firm or creative agency
• Knowledge of accessibility tools, such as screen readers and Microsoft accessibility features

Compensation

The salary range for this position is $30-$35 per hour, dependent on experience and skills.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee may be expected to work extended hours, including evenings and weekends for community events; including, but not limited to, standing or sitting for extended periods. The employee may have to occasionally lift/push/pull over 30 pounds. The employee is regularly required to talk or hear and to drive to and from project sites and events. The employee will regularly operate office equipment.

PRR, Inc. is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.

PRR is committed to fostering, cultivating, and preserving a diverse and inclusive environment. We endeavor to build a team that reflects the diversity and intersectionality of the communities we serve. People of color, multilingual, LGBTQIA, and veteran candidates as well as individuals with disabilities are strongly encouraged to apply.