Help Desk Analyst

This is a temporary contract position working in our Lehi, UT office.

IT Help Desk Analyst (Internal Tier 1 Support) 

Position Summary 

The IT Help Desk Analyst serves as the first line of technical support for Doma employees, ensuring timely, accurate, and professional assistance across all IT systems and services. This role provides Tier 1 support while following defined escalation paths to the IT Manager and Tier 3 resources (Security Operations or Engineering) as needed. The analyst plays a critical role in maintaining employee productivity, safeguarding data integrity, and delivering consistent, high-quality user experience from onboarding through offboarding. 

Key Responsibilities 

Service & Support 

• Serve as the first point of contact for IT issues through Jira Service Management, email, Teams, and phone. 
• Troubleshoot and resolve Tier 1 issues related to hardware, software, networking, M365, and access requests. 
• Escalate unresolved or high-impact incidents to the IT Manager for review and assignment to Tier 3 (Security or Engineering) or, when applicable, the MSP Tier 2/Tier 3 team. 
• Maintain SLAs and ensure clear, timely communication with end users. 
• Deliver courteous, white-glove support to executives and VIPs while maintaining strict confidentiality.  

Onboarding & Offboarding 

• Coordinate device provisioning, account creation, MFA setup, and Day-1 readiness. 
• Execute offboarding tasks, ensuring accounts are deactivated, assets retrieved, and licenses reclaimed. 
• Collaborate with HR and the IT Manager to maintain compliance and track all access changes. 

Access & Identity Management 

• Perform password resets, MFA enrollments, mailbox permissions, and group membership changes per approval workflows. 
• Follow all access governance and change control processes; maintain audit trails. 

Incident Documentation & Knowledge Management 

• Record troubleshooting steps and resolutions in Jira Service Management. 
• Update and maintain KB articles, FAQs, and quick guides. 
• Identify repetitive issues and propose self-service or automation opportunities. 

Asset & Device Management 

• Track equipment assignment and returns using Snipe-IT or equivalent asset tool. 
• Work with MSP to manage shipments, returns, and device reimaging. 

Continuous Improvement 

• Proactively identify opportunities to automate, streamline, or reduce common ticket types. 
• Participate in weekly service reviews and recommend improvements to support workflows. 

Skills & Qualifications 

Required: 

• Strong technical aptitude and ability to learn new tools quickly. 
• Excellent customer service, communication, and documentation skills. 
• Understanding of Windows/macOS systems, Microsoft 365, Teams, VPN, and remote access technologies. 
• Experience with ITSM/ticketing systems (Jira Service Management, ServiceNow, etc.). 
• Demonstrated ability to escalate appropriately and collaborate across teams with professionalism and discretion. 

Preferred: 

• Familiarity with Intune, Jamf, Entra ID (Azure AD), or equivalent MDM/identity tools. 
• Understanding of basic networking and connectivity troubleshooting. 
• Awareness of ITIL principles (Incident, Request, Problem, Change). 
• CompTIA A+, ITIL Foundation, or similar certification