IT Service Desk Analyst 1

• Technical Troubleshooting & Analysis
• Identity & Access Management: Troubleshoot identity issues beyond simple password resets
• manage user accounts in Active Directory and Azure Active Directory
• Network Diagnostics: Perform first-level network troubleshooting in an enterprise environment
• Application & VDI Support: Provide support for standard software/applications and various insurance management systems
• Hardware Root Cause Analysis: Provide support for PCs and peripherals such as printers
• Operational Excellence & Documentation
• Ticket Lifecycle Management: Utilize the company’s ticket tracking system to document customer contacts, issues, and requests
• Escalation & Resolution: Ensure proper documentation, timely follow-up, appropriate escalation, and resolution of reported issues
• Knowledge Sharing: Share knowledge with customers and colleagues by submitting detailed knowledge articles
• Service Level Adherence: Understand the critical nature of the business and make every reasonable effort to achieve defined service level agreement (SLA) expectations
• Schedule Flexibility: Work a flexible schedule, including on-call support as needed to support business operations

• 1-2 years of relevant experience in an IT support role
• HDI SCA or CSR, Network+ and/or A+ Certification preferred
• Strong understanding of common desktop operating systems, software, and hardware products
• Proficiency with VDIs and O365 applications
• Solid understanding of Active Directory and/or Azure Active Directory
• Experience performing basic network troubleshooting in an enterprise environment is required

Basic understanding of Microsoft Exchange is a plus

medical, dental, life and disability insurance, 401k, generous paid time off