IT Service Desk Analyst

Key Responsibilities & Essential Functions

• Provide first call intake of user issues, triage and resolve or escalate, as appropriate.
• Provide day-to-day support, troubleshooting and resolution of technical issues while providing ongoing communication with users throughout the issue resolution process.
• Provide support for computer hardware, peripherals and mobile devices including troubleshooting and maintenance.
• Proactively recommend and/or implement solutions that will prevent the issue from reoccurring.
• Escalate complex or unresolved issues to higher-level support teams when necessary.
• Endpoint and User Account Maintenance
• Handle password resets and account unlocks as needed to ensure secure access.
• Maintain user accounts including provisioning, updates and deactivations.
• Perform the installation, configuration, deployment and update of devices, software applications and operating systems.

Training and Documentation

• Create, update and manage support tickets in an IT Service Management (ITSM) system to ensure accurate documentation of issues, support interactions and resolutions.
• Maintain accurate asset tracking records including equipment and licenses.
• Contribute to the creation and maintenance of a knowledge base including documentation of standards for processes and configurations.
• Absorb users in understanding and effectively using IT systems, applications and hardware and contribute to FAQ and documentation of solutions to common issues for reference by end users.
• Adhere to established security, support and service management policies and procedures, ensuring activities are fully documented for auditing and future support purposes.

Critical Success Factors

• Highly motivated, self-directed and results driven with the ability to work independently and manage multiple tasks and priorities while maintaining productive flow of work.
• Attention to detail and a proactive, collaborative problem-solving approach.
• Strong customer service skills including listening skills, empathy, sense of urgency and enthusiasm.
• Excellent verbal and written communication skills.
• Willingness to learn and adapt to new technologies and changing business needs.
• Curiosity and passion for delivering high-quality technical solutions.

Required For Consideration

• Associate degree or specialized training in an Information Technology field preferred.
• CompTIA A+ Certification preferred.
• 2+ years of hands-on technical support experience in an enterprise environment.
• Technical proficiency with common hardware, software and technologies: Windows 10/11, desktops, laptops, tablets, Mobile Device Management (MDM); VPN, M365 Exchange Online, Teams and Office Applications.
• Basic understanding of and experience with Active Directory, Entra ID, MFA platforms, networking and server concepts.
• Familiarity with remote management tools.
• Familiarity with ITSM systems, SysAid ITSM a plus.
• Ability to travel up to 10% for on-site support at one of our locations.

Highly Desirable Candidates May Also Have

• Familiarity with endpoint security and basic cybersecurity principles.
• Other relevant certifications, such as Microsoft 365 Certified: Fundamentals; Endpoint Administrator Associate or Microsoft Office Specialist: Associate.