Service Desk Analyst (Level 1/2 Technical Support)
We are seeking a Service Desk Analyst to provide first and second-level technical support for end users in a fast-paced enterprise environment. This role requires strong troubleshooting abilities, excellent customer service skills, and the ability to resolve a broad range of hardware, software, network, and access-related issues. The ideal candidate will take ownership of incidents from initial contact through resolution while maintaining a high standard of communication and user satisfaction.
Key Responsibilities
- Provide remote technical support through phone, chat, and collaboration platforms.
- Troubleshoot and resolve software, hardware, network, VPN, and connectivity issues.
- Diagnose incidents, identify root causes, and communicate technical findings clearly to end users.
- Log, track, and manage incidents and service requests using an IT Service Management (ITSM) platform.
- Install, upgrade, configure, and maintain desktops, laptops, software applications, and peripherals.
- Support user account administration, access management, and security group maintenance.
- Assist users with productivity suite issues, including email, calendaring, permissions, and delegation.
- Deploy software updates and patches through endpoint management platforms.
- Support wired and wireless networking issues and basic home-office connectivity troubleshooting.
- Create and maintain knowledge base articles and process documentation.
- Monitor ticket queues, manage aging incidents, and ensure timely resolution.
- Collaborate with cross-functional teams to resolve complex technical issues.
- Participate in small technical projects and process improvement initiatives.
- Maintain high customer satisfaction through effective communication and follow-through.
Required Qualifications
- Experience in Service Desk, Help Desk, Technical Support, or Desktop Support environments.
- Experience with incident and ticket management processes.
- Working knowledge of Active Directory user and security group administration.
- Strong understanding of Windows operating systems.
- Experience supporting Microsoft 365 applications in an enterprise environment.
- Knowledge of VPN troubleshooting and remote access support.
- Familiarity with wired and wireless networking concepts.
- Experience troubleshooting hardware, software, and peripheral devices.
- Strong analytical, problem-solving, and root cause analysis skills.
- Ability to communicate technical concepts to non-technical users.
- Self-motivated with the ability to work independently and collaboratively.
- Strong documentation and knowledge management skills.
- Exceptional customer service and interpersonal skills.
Preferred Qualifications
- Experience with ITSM tools.
- Experience with endpoint management and software deployment platforms.
- Familiarity with enterprise security and encryption tools.
- Experience supporting remote and hybrid work environments.
Work Schedule
- Full-time position (40 hours per week).
- Five-day work week.
- Rotating weekend support required during peak operational periods.
- Flexible schedule availability required during high-volume periods.
- Support coverage operates seven days a week during extended business hours.
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