Technical Service Analyst

We are seeking a customer-focused Technical Service Analyst to provide onsite and remote technical support for end users in a professional enterprise environment. This role serves as the primary point of contact for IT-related issues, delivering exceptional customer service while troubleshooting hardware, software, account access, and Microsoft technology challenges.

The ideal candidate combines strong technical troubleshooting skills with a polished, service-oriented approach. Success in this role requires the ability to support users both in person and through phone, email, chat, and ticketing systems while maintaining high standards of professionalism and responsiveness.

<>Key Responsibilities

• Provide Tier 1/Tier 2 technical support for end users
• Troubleshoot Windows, Microsoft 365, Outlook, Teams, and account access issues
• Support Active Directory / Entra ID user administration
• Assist users with MFA solutions including Microsoft Authenticator, Cisco Duo, and similar platforms
• Manage and resolve incidents through an ITSM platform (ServiceNow, Freshservice, or similar)
• Deliver outstanding customer service to employees across all levels of the organization
• Maintain SLA compliance and ensure timely ticket resolution
• Create and maintain documentation, knowledge articles, and training materials
• Collaborate with remote IT teams to resolve escalated issues
• Identify opportunities to improve support processes and user experience

<>Preferred Qualifications

• 2+ years of Help Desk, Service Desk, Desktop Support, or Technical Support experience
• Experience supporting Microsoft 365 environments
• Familiarity with Active Directory, Entra ID (Azure AD), and Microsoft Intune
• Experience with ServiceNow, Freshservice, or similar ticketing systems
• Understanding of MFA technologies and end-user security support
• Strong communication, customer service, and problem-solving skills
• Ability to work independently and manage a highly visible support environment

<>What Makes Someone Successful

• Professional and polished communication style
• Strong customer-service mindset with a "white glove" approach to support
• Ability to build relationships with users and leadership alike
• Comfortable handling technical issues while maintaining a positive user experience
• Self-motivated, dependable, and able to take ownership of support responsibilities