Title: Service Desk Analyst / Desktop Support Analyst
We are seeking a Service Desk Analyst to provide technical support to end users across a variety of enterprise technologies. This fully remote opportunity is ideal for candidates with Help Desk, Service Desk, or Desktop Support experience who enjoy troubleshooting technical issues and delivering exceptional customer service.
Key Responsibilities:
- Provide support for computer, application, system, device, access, and hardware-related issues
- Diagnose, research, and resolve technical problems of moderate complexity
- Respond to technical support requests via phone, email, and online channels
- Document, track, and monitor incidents using IT service management tools
- Collaborate with cross-functional teams to resolve user issues efficiently
- Support user access management and account administration activities
- Deliver high-quality customer support while maintaining service standards
Required Qualifications:
- Prior Service Desk, Help Desk, or Desktop Support experience
- Experience with Incident Management processes
- ServiceNow or similar ITSM platform experience
- Working knowledge of Active Directory user and security group administration
- Strong troubleshooting experience with Microsoft Windows 10 and Windows 11
- Experience supporting Microsoft 365 / Office 365 and Gmail environments
- Knowledge of email permissions, calendaring, and delegation
- Experience supporting collaboration tools such as Zoom, Google Workspace, and Slack
- Familiarity with Multi-Factor Authentication (MFA) and VPN troubleshooting
- Experience troubleshooting Wi-Fi connectivity issues on both Windows and Mac devices
- Strong customer service, communication, and problem-solving skills
Service Desk Analyst, Help Desk Analyst, Desktop Support Analyst, Technical Support Analyst, IT Support Specialist, End User Support, Service Desk Technician, Desktop Support Technician, Help Desk Technician, Incident Management, ServiceNow, ITSM, Active Directory, AD Administration, User Account Management, Security Group Administration, Windows 10, Windows 11, Microsoft 365, Office 365, Gmail, Google Workspace, G Suite, Zoom, Slack, MFA, Multi-Factor Authentication, VPN Support, WiFi Troubleshooting, Wireless Networking, Desktop Support, Technical Support, End User Computing, EUC Support, Hardware Support, Software Support, Access Management, Identity Management, Ticket Management, Incident Resolution, Remote Support, Customer Support, Troubleshooting, Technical Troubleshooting, Help Desk Operations, Service Desk Operations, Enterprise Support, User Support, Mac Support, PC Support
