Job Description
Job DescriptionDescription:
Title: Help Desk Analyst
Position Type: Full-time, 40 hours per week
Location: Onsite in Brighton, MA
About Brighton Marine
Brighton Marine supports the health, well-being, and readiness of uniformed service members, Veterans, retirees, and their families. Our work is grounded in service, dignity, and community. Every role at Brighton Marine contributes directly to delivering high-quality, mission-driven care and support to the military-connected community we serve.
Position Summary
The Help Desk Analyst is a trusted technology partner responsible for independently supporting staff and mission-critical systems across Brighton Marine. This role exercises sound judgment in diagnosing issues, prioritizing competing requests, and resolving technical issues with minimal supervision. Serving as a key point of contact between end users and the broader IT function, the Help Desk Analyst ensures technology solutions are reliable, secure, and aligned with operational and compliance needs across healthcare, community services, and administrative environments.
Key Responsibilities
Mission-Driven End User Support
- Serve as a primary technical resource for staff supporting active-duty service members, Veterans, retirees, and their families.
- Apply judgment to assess urgency, impact, and risk when responding to technical issues that affect continuity of care or services.
- Deliver consistent, professional, and empathetic support while setting appropriate expectations and timelines with stakeholders.
Technical Support & Issue Resolution
- Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues across Windows and macOS environments.
- Provide end-user support for Microsoft Office 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
- Manage end-to-end onboarding and offboarding execution, including account provisioning, device readiness, permissions, and access changes.
- Determine when issues require escalation and coordinate effectively with system administrators or external vendors as needed.
Device, Endpoint & Environment Management
- Manage the full lifecycle of end-user devices, including configuration, deployment, maintenance, and decommissioning.
- Configure and support printers, copiers, and network-connected devices with minimal oversight.
- Execute operating system updates, endpoint configuration changes, and troubleshooting while balancing user impact and security requirements.
Identity, Cloud & Security Operations
- Administer user access within Azure AD / Entra ID, Intune, and Microsoft 365 in accordance with established security policies.
- Enforce MFA, conditional access, and identity controls, escalating exceptions or risks when appropriate.
- Identify potential security or compliance concerns and proactively raise them to IT leadership.
Operational Excellence & Continuous Improvement
- Maintain authoritative IT asset inventory and documentation with a high degree of accuracy.
- Develop and update knowledge base content and internal documentation to standardize support practices and reduce repeat issues.
- Recommend process improvements, tooling enhancements, or control refinements that strengthen system reliability and security.
- Uphold and model IT security best practices, particularly in environments involving sensitive healthcare and military-affiliated data.
Requirements:
Qualifications
Education & Experience
- High school diploma or equivalent
- 1-3 years of IT support experience required
- Equivalent hands-on IT experience (professional or military experience accepted)
- Strong working knowledge of Windows and macOS operating systems in an enterprise environment.
- Demonstrated experience providing Tier 1 and Tier 2 end-user support with limited supervision in a professional setting.
- Solid understanding of networking fundamentals, including LAN/WAN, TCP/IP, VPN, and Wi-Fi.
- Proficiency supporting and managing Microsoft Office 365, Outlook, and mobile devices (iOS and Android).
Licensure & Certifications
- CompTIA A+, Network+, or comparable technical certification (preferred).
Skills & Competencies
- Ability to independently prioritize workload, exercise discretion, and make sound technical decisions.
- Clear, composed, and service-oriented communication style aligned with Brighton Marine’s mission.
Physical Nature of the Job
Some elements of the job are sedentary, but the employee will be required to stand for periods of time or move throughout the campus.
Equal Opportunity Employer Statement
Brighton Marine is an Equal Opportunity Employer. We prohibit discrimination and harassment of any kind based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by federal, state, or local law. We strongly encourage applications from veterans, transitioning service members, and individuals with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. =
Work Authorization
Candidates must be authorized to work in the United States without sponsorship now or in the future.