Service Desk Analyst

Overview
Join our dynamic team as a Service Desk Analyst and become the first point of contact for IT support within a fast-paced, technology-driven environment. In this role, you will deliver exceptional technical assistance to end-users, troubleshoot software and hardware issues, and ensure seamless operation of IT infrastructure. Your proactive approach and problem-solving skills will help maintain high levels of user satisfaction and operational efficiency. This position offers an exciting opportunity to develop your IT support expertise while working with cutting-edge tools and technologies.

Responsibilities

• Provide prompt and professional technical support to end-users via help desk tickets, phone, email, or remote sessions.
• Troubleshoot software issues across various operating systems including Windows, macOS, and Linux, ensuring quick resolution.
• Manage computer hardware and peripherals, including desktops, laptops, mobile devices, printers, and other IT equipment.
• Assist with network administration tasks such as configuring VPNs, firewalls, DNS settings, LAN/WAN connectivity, TCP/IP protocols, and network security measures like Meraki devices.
• Support the deployment and management of software applications using tools like SCCM (System Center Configuration Manager), GPO (Group Policy Objects), and ServiceNow or Jira for ticketing and workflow management.
• Perform user account management tasks within Active Directory and handle access permissions across multiple platforms.
• Collaborate with IT teams to resolve complex infrastructure issues involving Windows Server environments, BMC Remedy incident management system, or Microsoft Office suite.
• Document troubleshooting steps thoroughly in ticketing systems such as ServiceNow or Jira to ensure clear communication and continuous improvement.
• Assist in maintaining IT infrastructure documentation including hardware inventories, network diagrams, and configuration records.
• Communicate effectively with users at all levels to explain technical solutions clearly and professionally while maintaining a positive customer service attitude.

Experience

• Proven experience providing technical support in a help desk or desktop support role within a corporate environment.
• Strong knowledge of operating systems including Windows (Windows 10/11), macOS, Linux distributions; familiarity with Microsoft Windows Server is a plus.
• Hands-on experience troubleshooting computer hardware components and peripherals as well as mobile devices.
• Solid understanding of computer networking concepts such as TCP/IP, DNS, LAN/WAN configurations, VPNs, firewalls (including Meraki), and network security best practices.
• Familiarity with enterprise tools like SCCM for software deployment, GPO for policy management, Active Directory for user management, and ticketing systems such as ServiceNow or Jira.
• Ability to analyze complex technical problems quickly using strong analysis skills to identify root causes and implement effective solutions.
• Excellent communication skills with the ability to explain technical information clearly to non-technical users while delivering outstanding customer service.
• Knowledge of help desk best practices along with experience supporting diverse operating systems including Windows and macOS environments is highly desirable. Join us in delivering top-tier IT support that keeps our organization running smoothly! Your expertise will make a real difference in empowering users through reliable technology solutions while advancing your career in a vibrant tech environment.

Job Type: Full-time

Pay: From $43,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Work Location: In person