Service Desk Analyst

Key Responsibilities

Executive & VIP Support

• Provide dedicated, white-glove IT support to executives and senior staff, ensuring rapid response and minimal downtime.
• Manage and support all executive workstations, mobile devices, and remote access configurations.
• Coordinate with executive assistants to schedule and test A/V and teleconferencing systems before meetings.
• Maintain the highest levels of professionalism, confidentiality, and attention to detail in all interactions.

Audio/Visual (A/V) and Conference Technology

• Support, configure, and troubleshoot conference room technologies, including Zoom Rooms, Teams Rooms, projectors, displays, video conferencing systems, microphones, and room scheduling devices.
• Partner with facilities and vendors to maintain A/V hardware and ensure optimal functionality.
• Provide on-site A/V support during executive meetings, town halls, and live events.
• Implement best practices for meeting room setups, device management, and preventive maintenance.

Desktop & End-User Support

• Provide Tier 2/3 support for desktops, laptops, printers, mobile devices, and peripherals.
• Install, configure, and maintain Windows and macOS systems, software, and user profiles.
• Troubleshoot complex hardware and software issues; escalate when necessary.
• Support enterprise collaboration tools such as Microsoft 365, Teams, Zoom, and other productivity suites.
• Maintain asset inventory, system images, and deployment tools (e.g., Intune, SCCM, or JAMF).

Operational & Project Support

• Participate in IT infrastructure and end-user computing projects, including migrations, upgrades, and rollouts.
• Contribute to documentation, knowledge base articles, and training materials.
• Mentor junior support staff and help establish support standards and procedures.

Qualifications

Required:

• 5+ years of hands-on desktop or end-user support experience in a corporate environment.
• Strong expertise with Windows 10/11, macOS, Office 365, and mobile device management (MDM) platforms.
• Proven experience supporting executive leadership and VIPs with professionalism and discretion.
• Advanced knowledge of A/V systems (Zoom Rooms, Microsoft Teams Rooms, Crestron, Logitech, Poly, etc.).
• Excellent troubleshooting, communication, and customer service skills.

Preferred:

• Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.
• Experience with Intune, SCCM, JAMF, Active Directory, and Group Policy management.
• Familiarity with networking fundamentals (TCP/IP, Wi-Fi, VPN) and remote access tools.
• Previous experience in a fast-paced, executive-facing environment.

Core Competencies

• Exceptional customer focus and interpersonal communication skills.
• Ability to work independently and under pressure in high-visibility situations.
• Strong organizational and time management skills.
• Attention to detail with a proactive, problem-solving mindset.
• Discretion and professionalism when handling sensitive or confidential matters.

Physical & Work Environment Requirements

• Ability to lift up to 40 lbs for equipment setups.
• May require occasional after-hours or weekend work for maintenance or executive events.
• Primarily on-site role with potential for hybrid flexibility depending on business needs.