IT Service Desk Analyst

The IT Service Desk Analyst is responsible for managing and triaging IT support tickets, troubleshooting user access and authentication issues, and providing technical support across Microsoft 365, Entra ID, MFA, STORIS, and NextGen. The role supports new-hire and termination setups, M365 licensing, password and MFA resets, and ticket resolution while escalating issues outside established runbooks. The position provides coverage during US retail hours, including weekends, and requires strong help desk experience, technical knowledge, and clear English communication skills.

Duties & Responsibilities

• - Own and triage the front of the Zoho Desk ticket queue.
  - Troubleshoot user access issues.
  - Perform STORIS and NextGen unlocks and troubleshoot stuck orders.
  - Perform password and MFA resets.
  - Complete new-hire and termination setup across M365, STORIS, NextGen, and Paylocity.
  - Manage M365 licensing and distribution lists.
  - Escalate issues outside the runbook.
  - Create and update runbook documentation as new issues are identified.
  - Provide technical support during US retail hours, including Saturday and Sunday.
  - Clearly explain technical fixes to store managers.
  Education & Training

  • The JD does not specify a formal degree or educational qualification. The stated experience requirement is 2+ years of experience in IT Help Desk / Technical Support, along with hands-on help desk experience using a real ticketing tool. STORIS experience is not required, as training will be provided.
    Knowledge, Skills & Experience

    • - 2+ years of IT Help Desk / Technical Support experience.
      - Experience working with a real ticketing system.
      - Strong Microsoft 365 administration knowledge.
      - Microsoft Entra ID administration experience, including users, groups, licensing, and MFA.
      - Experience with Tenable or similar patching tools.
      - Knowledge of password and MFA reset processes.
      - Experience supporting user access issues.
      - Clear English communication skills.
      - Ability to explain technical solutions clearly to store managers.
      - Ability to triage tickets and escalate issues outside the runbook.
      - Ability to work during US retail hours, including weekends.
      - STORIS experience is not required; training will be provided. " , "location":"India" , "type":"Full-Time" , "department":"Information Technology","country_