Position Summary: We are seeking an experienced Help Desk Analyst to provide technical support, resolve incidents, and optimize processes in critical environments. Key Highlights: 1. Efficient incident handling and resolution. 2. Collaboration with Infrastructure, Networks, and Security teams. 3. Customer orientation and problem-solving ability. At ADT Security Services, we seek a **Help Desk Analyst** with technical support experience, focused on efficient incident resolution and continuous improvement in critical environments. You will be responsible for providing technical assistance to internal users and field technicians, ensuring the availability of corporate systems and tools, and collaborating on support process optimization. **Responsibilities** * Incident handling and resolution. * Access management: User provisioning, deprovisioning, and credential administration. * Documentation and escalation: Logging cases in the ticketing system and escalating according to procedures. * Cross-functional collaboration: Working with Infrastructure, Networks, and Security teams. * Monitoring and reporting: SLA compliance, metric tracking, and report generation. * Device support: IP telephony, peripherals, and mobile devices. **Requirements** * Education: Degree in Computer Science, Information Systems, or related fields. * Experience: 1–3 years in Help Desk (L1/L2). * Technical knowledge: **Windows 10/11**, **Microsoft 365**, **Azure AD**, basic networking (IP, DNS, DHCP), VPN. Ticketing tools (ServiceNow, Jira). * Preferred: ITIL, Intune/MDM, English. * Skills: Effective communication, customer orientation, teamwork, and problem-solving ability.