Help Desk Analyst

PRR is a full-service communications firm that serves the transportation, environment, and health sectors. We provide integrated communications services that help clients make informed decisions and build stronger, more inclusive communities. Our clients include government agencies at the national, state, and local level; nonprofit organizations; and mission-driven private sector clients. Our commitment lies in providing an environment where our team engages with intriguing and challenging projects while integrating their professional aspirations with personal values. If you're seeking a career with a company that leaves a positive imprint on the environment, human well-being, and the communities our clients serve, PRR welcomes you.

As our Help Desk Analyst, you'll keep our team connected and productive, both in our Seattle office and wherever our remote staff work. You'll be the first point of contact for tech issues. You'll solve hardware, software, and account problems, escalate what needs more support, and help run the systems our staff use every day.

Our people do fast-moving client work, from community meetings to creative campaigns. You'll be the calm, friendly expert who gets them back to work quickly and explains fixes in plain

• →Serve as the first point of contact for help desk tickets from on-site and remote staff in person, by phone, by video, and through our HappyFox ticketing system
• →Troubleshoot Windows and macOS laptops, printers, conference room technology, and mobile devices
• →Manage user accounts, licenses, and permissions in Microsoft 365, Entra ID, and Active Directory
• →Onboard and offboard on-site and remote staff, including device setup, shipping, imaging, and account provisioning
• →Track hardware and software inventory and help plan device replacements
• →Manage device configuration, patching, and security policies through NinjaOne mobile device management (MDM), along with multifactor authentication and endpoint protection
• →Write and update how-to guides and knowledge base articles for staff
• →Escalate complex issues to the IT team or IT management and follow them through to resolution
• →Spot recurring problems and recommend fixes that reduce future tickets

• Two to four years of help desk or desktop support experience
• Hands-on skill with Windows and macOS troubleshooting
• Working knowledge of Microsoft 365 administration, including Exchange Online, SharePoint, and Teams
• Experience with Active Directory and Entra ID account management
• Comfort with ticketing systems, remote support tools, and clear, consistent ticket notes
• Basic networking knowledge, including Wi-Fi, VPN, DNS, and DHCP
• Strong customer service skills and patience with nontechnical users
• Clear writing for instructions and documentation
• Ability to occasionally lift, push, or pull more than 30 pounds, with or without reasonable accommodation

• CompTIA A+, Network+, or Microsoft 365 certification
• Hands-on experience with NinjaOne or other MDM tools
• Familiarity with Adobe Creative Cloud license management
• Basic PowerShell scripting
• Experience supporting a professional services firm or creative agency
• Knowledge of accessibility tools, such as screen readers and Microsoft accessibility features

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.

PRR is committed to fostering, cultivating, and preserving a diverse and inclusive environment. We endeavor to build a team that reflects the diversity and intersectionality of the communities we serve. People of color, multilingual, LGBTQIA, and veteran candidates as well as individuals with disabilities are strongly encouraged to apply.