Helpdesk Analyst

About the role

We are looking for a Helpdesk Analyst to be the first point of contact for all IT requests at Halter. You will ensure new hires are productive from day one and keep the day‑to‑day IT environment running smoothly across our Auckland and Morrinsville offices.

Key responsibilities

• Receive, triage, resolve or escalate tickets submitted via the #help‑it channel and ITSM tool.
• Manage the full device lifecycle: procurement, enrolment in MDM, configuration, shipping, tracking and inventory maintenance.
• Onboard new employees and offboard departing staff by provisioning and de‑provisioning accounts through identity‑driven workflows.
• Provide account support including password resets, MFA assistance, group and access changes, and password‑manager recovery.
• Maintain office IT infrastructure – meeting rooms, AV equipment, printers, network access – at both sites.
• Keep the knowledge base up‑to‑date and create self‑service documentation to reduce repeat tickets.
• Identify recurring manual requests and propose automation opportunities.

Required profile

• Minimum 1 year experience in IT support, help desk or desktop support.
• Strong customer‑service mindset and ability to communicate clearly.
• Comfortable working in a SaaS‑first environment.

Required skills

• Google Workspace
• Slack
• Okta or similar identity provider
• Mobile Device Management (MDM) platform
• Device setup, imaging and enrolment
• Basic networking troubleshooting