Service Desk Analyst

About the Role

We are seeking a customer-focused, technically inclined Service Desk Analyst to join our IT support team. As the first line of technical defense, you will serve as the primary point of contact for employees and users seeking assistance with hardware, software, network access, and system troubleshooting.

If you excel at diagnostic problem-solving, enjoy helping users navigate technical challenges, and take pride in delivering swift IT support, we would love to connect with you.

Key Responsibilities

• First-Line IT Support: Serve as the initial point of contact for end-user IT issues and requests submitted via phone, email, chat, or ticketing portal.
• Incident Triage & Diagnosis: Diagnose, troubleshoot, and resolve hardware, software, mobile device, and operating system issues on initial contact whenever possible.
• Ticket Management: Accurately log, categorize, prioritize, and track support requests within the IT Service Management (ITSM) platform (e.g., ServiceNow, Jira Service Management, Zendesk).
• User Provisioning & Access: Manage user accounts, permissions, and access requests using Active Directory, Azure AD / Entra ID, and cloud platform tools.
• Escalation Management: Escalate complex technical incidents to Level 2/3 engineering, network, or systems administration teams with thorough diagnostic notes.
• Documentation & Knowledge Base: Create and update internal knowledge base articles, standard operating procedures (SOPs), and end-user self-help guides.

Qualifications & Requirements

• Education: Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field (equivalent hands-on experience and certifications accepted).
• Experience: 1–3 years of experience in an IT helpdesk, service desk, or technical customer support role.
• Technical Skills:
• Proficiency supporting Windows and macOS operating systems.
• Hands-on experience with Microsoft 365 administration (Exchange, Teams, SharePoint).
• Familiarity with Active Directory, VPN configurations, network troubleshooting, and hardware setup (laptops, monitors, peripherals).
• Certifications (Preferred): CompTIA A+, CompTIA Network+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.
• Soft Skills: Excellent verbal and written communication, customer service orientation, and patience under pressure.

Associate's or Bachelor's in Computer Science/IT or equivalent experience; 1-3 years helpdesk experience; Windows/macOS, Microsoft 365, Active Directory, VPN, hardware setup; CompTIA A+, Network+, ITIL, Microsoft Modern Desktop preferred.

Key Responsibilities

• providing first-line support
• diagnosing technical issues
• managing user accounts

Skills & Tools

ServiceNow, Jira Service Management, Zendesk, Active Directory, Azure AD, Entra ID, Windows, macOS, Microsoft 365, Microsoft Exchange, Microsoft Teams, Microsoft SharePoint, VPN

Job Details

• Category: Information Technology
• Seniority: Entry Level
• Commitment: Full Time
• Workplace: Remote — United States
• Salary: USD 31,200 – 72,800 / year
• Languages: English

Benefits

• Retirement plan