Lead Help Desk Analyst in Vancouver, Washington - #73342 | VanderHouwen

Description

Job Id: 73342

Lead Help Desk Analyst
Our client is seeking a Lead Help Desk Analyst to serve as a senior technical resource within a collaborative IT support environment. This role is ideal for a hands-on support professional who enjoys resolving complex technical issues, delivering an excellent user experience, and mentoring fellow analysts while helping strengthen service desk processes and knowledge.

This role is a hybrid model in Vancouver, Washington.

Lead Help Desk Analyst Responsibilities

• Serve as a senior escalation point for complex technical incidents and service requests, providing hands-on troubleshooting and timely resolution.
• Support end users across Microsoft 365, Azure, Windows environments, and mobile devices, including Android and iOS.
• Administer and troubleshoot endpoint and mobile device configurations using Microsoft Intune and related remote management tools.
• Provide technical guidance and peer mentorship to Help Desk Analysts, assisting with troubleshooting approaches, root-cause analysis, and customer service best practices.
• Monitor ticket queues and escalations to help ensure requests are appropriately prioritized, documented, resolved, and escalated when necessary.
• Partner with engineering and other technical teams on advanced issues, providing clear troubleshooting history, technical findings, and user-impact information.
• Identify recurring incidents, technical trends, and process challenges and recommend opportunities to improve support quality and efficiency.
• Maintain and enhance technical documentation and knowledge base resources to support consistent and effective issue resolution.
• Assist with major incidents by gathering technical information, assessing user impact, supporting troubleshooting efforts, and communicating relevant updates.
• Participate in testing and implementing new tools, scripts, workflows, and procedures designed to improve service desk operations.
• Provide clear, professional updates to users throughout the support process and contribute to effective communication during service interruptions.
• Participate in an after-hours on-call rotation to support urgent technical issues as needed.

Lead Help Desk Analyst Qualifications

• Several years of hands-on IT help desk or service desk experience, including experience resolving complex or escalated technical issues.
• Strong experience supporting Microsoft 365, Azure, Windows systems, and remote users.
• Experience with Microsoft Intune for endpoint and mobile device management, including support for Android and iOS devices.
• Demonstrated ability to mentor, coach, or provide technical guidance to other support professionals without direct people-management responsibility.
• Strong knowledge of service desk practices, including ticket triage, prioritization, escalation, incident management, documentation, and knowledge management.
• Excellent troubleshooting and problem-solving skills with the ability to identify root causes and communicate technical concepts clearly.
• Strong interpersonal, written, and verbal communication skills with a personable, customer-focused approach.
• Ability to collaborate effectively with end users, peers, engineering teams, and other technical stakeholders.
• Associate degree in Information Systems, Information Technology, or a related field is preferred.
• Microsoft 365 Fundamentals, Azure Fundamentals, CompTIA Network+, CompTIA Security+, ITIL Foundation, or comparable certifications are preferred.

Compensation: (DOE)

VanderHouwen Contractors Enjoy Exceptional Benefit Perks!
As an eligible contract employee with VanderHouwen, you’ll have access to a full suite of benefits designed with your well-being in mind. Our comprehensive package includes medical, dental, vision, life insurance, short- and long-term disability, and a matching 401(k) to help secure your future.

Meet VanderHouwen
What kind of recruiter do you see yourself working with? One who prioritizes your best interest, no matter what? VanderHouwen does, and we’re in it for the long game! Our recruiters focus on YOU, building meaningful, long-term relationships while developing a deep understanding of companies’ staffing needs and workplace cultures. This approach helps us find an ideal job match that aligns with your unique career aspirations and goals.

VanderHouwen is an award-winning, Women & Diversity-Owned, WBENC certified professional staffing firm. Founded in 1987, VanderHouwen places experienced professionals across the nation! Our recruitment teams specialize in either Technology and IT, Engineering, Human Resources, or Accounting and Finance career markets. Partner with us to land your next exciting career!

VanderHouwen is an Equal Opportunity Employer and participates in E-Verify. VanderHouwen does not discriminate based on race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable local, state, or federal civil rights laws.

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