Service Desk Analyst

Service Desk Analyst

We are seeking a skilled Service Desk Analyst to support our workforce by providing technical support, managing tickets, and safeguarding our IT environment. The ideal candidate will have hands-on experience with network basics, end-user support, and general cybersecurity awareness.

Serve as the first point of contact for employees needing technical support via phone, email, chat, or in person. Troubleshoot and resolve issues with desktops/laptops, operating systems (Windows/Mac), VPNs, network connectivity, printers, and typical enterprise applications (e.g. Microsoft 365, collaboration tools). Manage user account setup/termination, access permissions, and password resets (e.g. Active Directory, identity management). Log and track issues in ticketing systems (e.g. Service Desk tools, help-desk software), prioritize and escalate complex problems to higher-level IT or network/cybersecurity teams. Perform basic network diagnostics and assist in network-related issues (connectivity, VPN, remote access). Maintain hardware inventory, assist with device provisioning, and ensure compliance with company security and support policies. Provide excellent customer service to end-users and ensure timely resolution of support tickets. Help document support procedures, maintain a knowledge base, and contribute to continuous improvement of support processes.

Requirements include 1–5+ years experience in IT support, help desk, or service desk roles (some networking / cybersecurity exposure preferred). Familiarity with Windows/Mac OS, Office 365 (or similar), VPN, basic networking concepts (TCP/IP, DHCP, DNS). Experience with user account management, password resets, access controls (e.g. Active Directory). Strong trouble-shooting skills, ability to work under pressure, and excellent communication/customer service skills. Comfortable working with ticketing systems and documenting issue resolution. Basic understanding of security best practices (password policies, access control, device security) is a plus.