IT Help Desk Analyst

Position: IT Help Desk Analyst
Location: Conover, NC (On-Site – 5 days per week)
 Department: Information Technology
Reports to: CTO
  

Position Summary: 

The IT Help Desk Analyst provides responsive, customer-focused technical support to LEE Industries employees across office, manufacturing, and remote-work environments. The analyst owns issues from initial contact through resolution or effective escalation and helps maintain reliable endpoints, user access, collaboration tools, printers, and other technology used in daily operations.
 

This position works in a hybrid Microsoft and on-premises environment that includes Microsoft 365, Microsoft Entra ID, Active Directory, Cisco Meraki, Atera, SentinelOne, Nutanix, VMware, Azure, and an on-premises IBM iSeries ERP platform. The analyst will perform approved, documented Tier 1 and Tier 2 support activities while partnering with internal senior engineers, the managed service provider, and application owners on complex infrastructure and cybersecurity issues.

The role offers a defined development path into Microsoft identity, systems administration, and cybersecurity. Advanced security administration, privileged-access decisions, incident command, and high-risk production changes remain with designated senior personnel until the analyst has demonstrated the required competence and received formal authorization.

Key Responsibilities

User support and service ownership

• Serve as a key point of contact for technology questions and incidents submitted via the Atera service portal.
• Diagnose and resolve Tier 1 and Tier 2 issues involving Windows endpoints, Microsoft 365, Outlook, Teams, printers, scanners, mobile devices, browsers, approved applications, and peripheral equipment.
• Own assigned tickets through resolution, including accurate documentation, timely communication, prioritization, follow-up, and escalation.
• Work with the team to remedy issues based on business impact/prioritization, with particular attention to production interruptions, shipping, finance, customer service, and other time-sensitive operations.
• Provide hands-on support at manufacturing and office locations while following plant safety and change-control requirements.
• Create and maintain user-facing knowledge articles and repeatable support procedures.
   
   

Identity, access, and Microsoft 365 support

• Complete approved onboarding, transfer, and offboarding tasks using documented checklists and required approvals.
• Perform delegated, least-privilege user administration in Microsoft Entra ID, Active Directory, Microsoft 365, Exchange Online, Teams, and related services.
• Support password resets, multifactor authentication enrollment, group membership, shared resources, licensing, and account troubleshooting within assigned permissions.
• Escalate privileged-role changes, Conditional Access changes, synchronization failures, suspected account compromise, and exceptions to senior administrators.
• Help maintain accurate access records and participate in periodic account and group reviews.

Endpoint and cybersecurity operations

• Deploy, configure, patch, inventory, and troubleshoot company workstations and approved software using Atera and other authorized tools.
• Confirm that required security agents, including SentinelOne, are installed, healthy, current, and reporting; escalate alerts and coverage gaps according to the incident runbook.
• Follow security procedures for malware reports, phishing messages, lost devices, suspicious sign-ins, and other potential incidents; preserve relevant information and escalate without independently conducting high-risk containment actions unless specifically authorized.
• Support vulnerability and patch-remediation activities assigned by senior IT or security personnel.
• Reinforce security awareness through clear, respectful guidance to users.
• Protect confidential information and use separate privileged credentials and secure administrative practices as assigned.

Infrastructure and manufacturing technology support

• Perform first-line troubleshooting for Cisco Meraki wired, wireless, VPN, and connectivity issues; gather diagnostics and escalate configuration changes appropriately.
• Support access and end-user functions for the IBM iSeries/AS400 and Infinium environment, including client connectivity and printing; coordinate application or platform issues with the designated ERP owner.
• Assist senior personnel with documented support tasks related to Nutanix, VMware, Azure, servers, backups, and network infrastructure.
• Support production-floor technology such as shared workstations, barcode devices, label printers, scanners, and other approved equipment, where applicable.
• Follow maintenance windows and change-control procedures to minimize manufacturing disruption.

Asset, vendor, and process management

• Maintain accurate hardware, software, warranty, assignment, and lifecycle records.
• Prepare, deploy, recover, sanitize, and retire equipment according to company standards.
• Coordinate effectively with the MSP, software vendors, telecommunications providers, and internal technology owners while retaining ownership of user communication.
• Identify recurring problems, recommend practical improvements, and contribute to standard configurations and automation.
• Participate in after-hours support or an on-call rotation when required and scheduled.

Qualifications and Skills

• 1-3 years of experience in a help desk, desktop support, technical support, or similar role; relevant education or demonstrable hands-on experience may substitute.
• Working knowledge of Windows, endpoint hardware, Microsoft 365 applications, basic networking, and common identity and access concepts.
• Experience using a ticketing or remote monitoring and management platform; Atera experience is beneficial.
• Ability to troubleshoot methodically, document work accurately, recognize risk, and escalate at the appropriate time.
• Strong customer-service, communication, organization, and follow-through skills.
• Ability to work effectively with office employees, production personnel, technical specialists, vendors, and leaders.
• Ability to work safely in an active manufacturing environment and travel between LEE facilities as required.
• Ability to handle confidential and security-sensitive information with sound judgment.

Preferred qualifications

• Experience with Microsoft Entra ID, Active Directory, Exchange Online, Microsoft 365 administration, or PowerShell.
• Experience with Atera, SentinelOne, Cisco Meraki, Nutanix, VMware, or Azure.
• Experience supporting an IBM iSeries/AS400 environment or manufacturing ERP users.
• Experience supporting production-floor endpoints, label printing, barcode scanning, or warehouse technology.
• Foundational certification such as CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals, Azure Fundamentals, or Security, Compliance, and Identity Fundamentals.

 Success in this role:

Performance will be evaluated using a balanced set of measures, including:

• Timely response, appropriate prioritization, and effective resolution or escalation of support requests.
• User communication quality and stakeholder satisfaction.
• Ticket documentation, knowledge-base contribution, and reduction of recurring issues.
• Accuracy and timeliness of onboarding, transfer, offboarding, and asset records.
• Endpoint patch, management-agent, and security-agent coverage within the analyst's assigned scope.
• Adherence to security, change-control, safety, and escalation procedures.
• Demonstrated progress against an agreed Microsoft identity and cybersecurity development plan.