IT Service Desk Analyst

Job Title: IT Service Desk Analyst
Location: : Austin TX

Overview

We are seeking an IT Service Desk Analyst to provide technical support for IT-related issues, including desktop systems, network infrastructure, software, and hardware. The ideal candidate will have a strong passion for technology, excellent problem-solving skills, and experience supporting users across multiple operating systems and enterprise technologies.

Key Responsibilities

• Install, configure, and troubleshoot desktop systems, workstations, servers, and network-related issues in a heterogeneous environment.
• Maintain passwords, data integrity, and file system security for desktop environments.
• Communicate technical information effectively to both technical and non-technical users.
• Participate in information technology and infrastructure projects.
• Conduct user training on basic and specialized computer applications.
• Triage, diagnose, and escalate work requests and incidents to the appropriate support teams.
• Resolve complex technical issues requiring analysis and evaluation of multiple factors.
• Determine appropriate methods and procedures for new assignments while coordinating with team members.
• Manage ticket backlog and provide day-to-day IT support activities.

Required Qualifications

• Associate''s or Bachelor''s degree in Information Systems or a related field.
• Minimum of 2 years of hands-on experience in an IT Service Desk role.
• Working knowledge of Windows, Linux, and macOS environments.
• Ability to work independently with minimal supervision.
• Strong ability to prioritize and execute multiple tasks and projects.
• Excellent problem-solving and documentation skills.
• Experience with one or more of the following technologies:
• Active Directory
• Microsoft 365 / Exchange
• Linux / Unix
• Microsoft Office
• ServiceNow
• Confluence / Jira
• SCCM
• Remote Desktop Protocol (RDP)
• Okta / Multi-Factor Authentication (MFA)
• Zoom and audio/video conferencing equipment, including TVs, projectors, and conference room systems
• Windows 7, Windows 10, macOS, and Red Hat Enterprise Linux (RHEL)