At ADT Security Services, we are looking for a **Help Desk Analyst** with experience in technical support, focused on the efficient resolution of incidents 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 the optimization of support processes. **Responsibilities** * Incident handling and resolution. * Access management: User provisioning, deprovisioning, and credential administration. * Documentation and escalation: Logging cases in the ticketing tool and escalating according to procedures. * Cross-functional collaboration: Working with Infrastructure, Networking, 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.