Service Desk Analyst

• Serve as the first point of contact for all IT-related issues via phone, email, chat, or ticketing system
• Diagnose and resolve hardware, software, and network problems for desktops, laptops, mobile devices, and peripherals
• Manage and prioritize tickets in the IT Service Management (ITSM) system, escalating complex issues to higher-level support when necessary
• Support account administration tasks including password resets, access requests, and group policy updates in Active Directory and other enterprise systems
• Install, configure, and maintain end-user hardware and software, ensuring compliance with organizational standards
• Provide remote and onsite support for users across multiple locations
• Document issues, troubleshooting steps, and resolutions within the ticketing system to build the organization’s knowledge base
• Assist with IT onboarding/offboarding, ensuring proper setup and access for new hires and departing employees
• Participate in system upgrades, patch management, and scheduled maintenance activities
• Contribute to process improvement initiatives aimed at enhancing service delivery and customer satisfaction

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• 1–3 years of experience in a technical support or service desk role
• Strong knowledge of Windows and/or macOS operating systems, Microsoft 365, and common enterprise applications
• Familiarity with Active Directory, Exchange, VPNs, and remote desktop tools
• Basic understanding of networking fundamentals (DNS, DHCP, TCP/IP)
• Excellent problem-solving, communication, and time management skills
• Customer-focused

ITIL Foundation certification or CompTIA A+/Network+ preferred

• career advancement opportunities
• extensive training
• excellent benefits including paying for health and dental premiums for salaried employees