Service Desk Analyst

Job Description

You are the primary point of contact for internal employees or external clients seeking technical assistance. This role is responsible for diagnosing, troubleshooting, and resolving hardware, software, and network issues to ensure minimal disruption to business operations. A successful candidate balances strong technical acumen with exceptional customer service.

Key Responsibilities

• Incident Management & Troubleshooting:
• Serve as the first line of technical support via phone, email, chat, or walk-ins.
• Diagnose and resolve technical issues involving Windows/macOS operating systems, Microsoft 365, enterprise applications, and hardware (laptops, desktops, mobile devices, printers).
• Walk end-users through step-by-step problem-solving processes.
• Request Fulfillment & Access Management:
• Provision and de-provision user accounts, permissions, and distribution groups using Active Directory or Azure AD.
• Configure and deploy new hardware and software for onboarding employees.
• Ticket Documentation & Escalation:
• Log, categorize, and prioritize all incoming incidents and service requests within the ITSM ticketing tool (e.g., ServiceNow, Jira Service Management, Zendesk).
• Escalate complex, unresolved issues to Tier 2/Tier 3 support or specialized infrastructure teams, ensuring accurate documentation is passed along.
• Knowledge Management:
• Contribute to the internal IT knowledge base by writing and updating documentation, FAQs, and user guides.

Required Skills & Qualifications

• Technical Skills:
• Proficiency with Windows 10/11 and macOS environments.
• Strong familiarity with Microsoft 365 administration (Outlook, Teams, SharePoint, OneDrive).
• Basic understanding of networking concepts (TCP/IP, DNS, VPN, DHCP, Wi-Fi troubleshooting).
• Experience using remote desktop support tools (e.g., TeamViewer, LogMeIn, BeyondTrust).
• Soft Skills:
• Customer-First Mentality: Exceptional empathy, patience, and active listening skills.
• Communication: Ability to translate complex technical jargon into clear, user-friendly instructions.
• Problem-Solving: Strong analytical and critical-thinking skills under pressure.
• Time Management: Ability to multi-task and prioritize tickets in a fast-paced environment while meeting SLAs (Service Level Agreements).

Education & Experience Requirements

• Education: High School Diploma or equivalent required; Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field is a plus.
• Experience: 2–5 years of experience in an IT service desk, help desk, or customer-facing technical support role.
• Preferred Certifications (Highly Valued):
• CompTIA A+, Network+, or Security+
• ITIL 4 Foundation (highly preferred for Service Desk frameworks)
• HDI-SDA (Help Desk Institute Service Desk Analyst)
• Microsoft Certified: Endpoint Administrator Associate

Pay: $26.00 - $35.00 per hour

Work Location: In person