Service Desk Analyst I

The Role

Serve as the first point of contact for technical assistance, addressing inquiries and resolving incidents related to cybersecurity, desktop, end-user systems, and other IT services.

Respond promptly to service requests, incidents, and inquiries through phone, email, and ticketing systems, adhering to established Service Level Agreements (SLAs).

Troubleshoot, document, and resolve technical issues efficiently while escalating complex problems to appropriate teams when necessary.

Maintain up-to-date records of hardware and software assets, ensuring the accuracy of the asset inventory; Monitor hardware supply levels and coordinate restocking to meet organizational needs.

Develop and update training materials to improve user knowledge and reduce recurring support requests.

Accurately log all support requests and document actions taken to resolve issues within the ticketing system.

Deliver technology training to new hires during onboarding and as needed for existing staff.

Participate in continuous improvement initiatives to enhance the efficiency and effectiveness of the service desk.

Assist with special projects and perform other duties as assigned to support organizational goals.

Requirements

• Associate’s degree or equivalent experience in Information Technology or related field
• One year or more of experience working with a broad range of technologies, including Windows desktop operating systems, Active Directory, LAN/WAN networking technologies, remote access VPN, and Office 365 (including Teams, SharePoint, OneDrive, and productivity tool administration)
• Experience working with Windows systems installation, maintenance, and troubleshooting
• Experience working with troubleshooting of hardware, networking, and software-related issues
• Knowledge of cybersecurity products, including email hygiene and anti-malware products
• Knowledge of the ITIL framework, especially in ITSM
• Knowledge of cybersecurity concepts and practices
• Knowledge of technology architectures
• Process-driven with high attention to detail and excellent follow-through skills
• Ability to identify, prioritize, and escalate situations requiring urgent attention
• Ability to effectively obtain, share, analyze, and convey information
• Ability to collaborate with peers, managers, and clients
• Outstanding oral and written technical and non-technical communication skills, including the ability to interact with varying business and technology groups
• Excellent interpersonal communication, organizational skills, and the ability to manage critical issues

Qualifications

• Knowledge and experience working with VoIP systems
• Micrsoft 365 Fundamentals or equivalent certification