Live Expert Service Desk Analyst / Tier 1 & 2 IT Support SpecialistLocation: Remote / Hybrid
We are seeking a Live Expert Service Desk Analyst to deliver first and second tier technical support to internal employees within a dynamic, fast-paced call center environment. In this role, you will analyze, diagnose, and resolve technical issues ranging from routine end-user requests to complex system challenges. Support is delivered seamlessly across phone, live chat, and Slack collaboration channels.
Key Responsibilities & Job Tasks
- Incident & Ticket Management: Log all support interactions in ServiceNow, drive incidents to resolution within target SLAs, and take ownership of aging tickets to maintain high service management standards.
- Technical Troubleshooting & Root Cause Analysis: Remotely diagnose software, hardware, and network connectivity issues while identifying root causes to prevent recurring problems.
- Endpoint & Systems Administration: Administer Windows Active Directory user accounts and security groups, and manage system/server access requests.
- Software Deployment & Patching: Install, upgrade, and maintain software, hardware, and peripherals using endpoint management platforms (VMware and Ivanti).
- Network & Security Support: Troubleshoot corporate VPN connections, home network setups, encryption/security tools, and Active Directory-bound wired/Wi-Fi networks.
- Documentation & Continuous Improvement: Identify documentation gaps, maintain Knowledge Base resources, and monitor call and chat trends to highlight emerging technical issues.
- Project Execution: Lead and complete small technical support projects from start to finish while working cross-functionally across teams.
Technical Stack & Qualifications
- Work Experience: Prior experience in a Service Desk, Help Desk, or Desktop Support role is required.
- IT Service Management (ITSM): Hands-on experience with ServiceNow or similar Incident Management systems.
- Directory Services: Practical experience with Active Directory user administration and security group management.
- Operating Systems & Productivity Tools: In-depth knowledge of Microsoft Windows OS and enterprise Office 365 administration (including permissions, calendaring, and delegation).
- Deployment & Endpoint Tools: Familiarity with VMware and Ivanti for software patching and deployment.
- Networking & Security: Knowledge of VPN configurations, Wi-Fi/wired enterprise networking, home network troubleshooting, and encryption/security triaging.
- Communication Skills: Ability to explain complex technical concepts in plain language to non-technical users while providing exceptional customer service.
Service Desk Analyst, Desktop Support Analyst, Tier 1 Technical Support,
Tier 2 Technical Support, Help Desk Specialist, IT Support Engineer,
Technical Support Analyst, ServiceNow, Active Directory,
AD Security Groups, Office 365, O365, Windows 10, Windows 11,
VMware, Ivanti, VPN Support, Network Troubleshooting, Wi-Fi Networking,
Encryption Tools, Incident Management, Software Patching,
Software Deployment, Endpoint Management, Root Cause Analysis,
Ticket Management, Technical Troubleshooting, Knowledge Base Documentation,
Slack, Remote Support
