IT Service Desk Analyst

Responsibilities

• Serve as a member of the internal team supporting business operations.
• Respond to and resolve technical support requests from employees or clients via phone, email, or chat.
• Troubleshoot received incident requests from internal users.
• Diagnose and fix problems with computer systems, networks, software, and hardware.
• Document, maintain, upgrade, or replace hardware and software systems.
• Set up new hardware, install and configure software, and manage user accounts and profiles.
• Maintain system performance, install software updates, and manage backups to prevent data loss.
• Ensure infrastructure and computing systems remain available during production hours, and perform routine maintenance on equipment and peripherals.
• Maintain a log of issues and solutions, create technical documentation, and contribute to the knowledge base.
• Provide step-by-step guidance to users on how to use systems and applications.
• Escalate complex issues to internal teams when necessary.
• Support higher-tier engineering staff with problem research and documentation.
• Identify potential process or system improvements and present them to Information Security and Compliance management for consideration.

Requirements

• Bachelor's degree from an accredited college or university (any field of study).
• Basic computer literacy: Comfortable navigating Windows OS, installing/uninstalling software, basic file management.
• A logical, troubleshooting mindset: Ability to methodically diagnose a problem, even without prior exposure to the exact tool or system.
• Strong written and verbal communication skills.
• Ability to prioritize and manage multiple tickets/tasks simultaneously.
• No prior professional work experience required. This role is well suited to recent graduates, and candidates will be evaluated primarily on interview performance, problem-solving ability, and communication skills.
• Preferred Experience:
• Bachelor's degree in technical fields such as Computer Science, Information Technology, Software Engineering, Cybersecurity, Data Science/Analytics, CIS, or Network Administration.
• AZ900 or AZ104 certification.
• Experience with both hardware and software troubleshooting (having built your own PC is a plus).
• Familiarity with the Microsoft Office Suite.
• Familiarity with Entra ID, Azure, and Intune.
• Familiarity with basic facets of a technology stack, such as Antivirus, EDR, and RMM tools.
• A desire to grow, learn, and take on more responsibility within the organization over time.