Service Center Analyst

Job Summary

The Support Center Analyst provides telephone-based technical support to enterprise users across the organization. This role is ideal for a customer-focused IT professional who thrives in a fast-paced environment, takes ownership of issues end-to-end, and is committed to meeting service-level agreements (SLAs).

Key Responsibilities

• Provide Tier 1 technical support for: Desktops, laptops, printers, and peripheral devices
• Network connectivity and access issues
• User accounts
• Diagnose, troubleshoot, and resolve technical issues via phone and ticketing system
• Open, document, and manage incidents and service requests through the enterprise ticketing system (ServiceNow preferred)
• Install, configure, and troubleshoot: Core software applications
• Hardware components
• Manage user accounts, access, permissions, security groups, and distribution lists using Active Directory Users and Computers (ADUC)
• Clearly communicate technical concepts to non-technical users
• Maintain monitoring ticket queues, prioritize workloads, and meet established SLAs
• Proactively communicate status updates and follow through to resolution

Required Skills

• Strong customer service and interpersonal skills
• Excellent verbal and written communication abilities
• Active listening and analytical troubleshooting skills
• High level of ownership and accountability
• Ability to multitask in a high-volume support environment
• Understanding of Incident, Problem, and Change Management processes

Required Experience

• 2+ years of experience at an enterprise level: Help Desk, Service Desk, Technical Support, Call Center
• Hands-on experience supporting: Microsoft Windows 11, Microsoft Office 365, SharePoint
• Working knowledge of: TCP/IP, DHCP, and DNS
• PC hardware, printers, and peripherals
• Experience using enterprise ticketing systems (ServiceNow preferred)

Preferred Qualifications

• Experience with one or more of the following: Windows Operating Systems, Microsoft Remote Desktop Services, VPN technologies, BeyondTrust Remote Support
• Familiarity with enterprise infrastructure and end-user computing environments
• Familiarity with Microsoft Azure cloud environments, including Azure Active Directory, cloud-based authentication, and enterprise environments
• Familiarity with Microsoft Intune (Endpoint Manager) in a Tier 1 support capacity, including basic device enrollment support and assisting users with access or connectivity issues.

Education & Certifications

• High school diploma or equivalent (required)
• Bachelor’s degree (preferred)

Preferred Certifications

• HDI (CSA, SCA, DST)
• ITIL Foundation
• CompTIA A+
• Network+
• MCP, MCSA, or MCSE