Service Desk Analyst

Service Desk Analyst

The Service Desk Analyst is the first point of contact for IT-related issues and requests. This role provides technical support and troubleshooting for hardware, software, and network systems, ensuring timely resolution and excellent customer service. The analyst will log, prioritize, and manage incidents and service requests, escalating when necessary.

As a Service Desk Analyst, you will:

• Work within the defined Incident, Request, Asset and Configuration Management process
• Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, phones, and other computer and telecommunications equipment.
• Manage support interactions using ServiceNow.
• Follow-up to ensure service delivery and system integrity with end users.
• Protect the company by handling business sensitive information with appropriate confidentiality.
• Diagnose and resolve end user problems associated with application software and operating systems; determine the source of problems and classify their level, priority, and nature.
• Manage Android, iOS, and Windows devices using Microsoft Intune for enrollment, compliance, and application deployment.
• Maintain inventory of installed software and manage software licensing.
• Update tickets with accurate and timely records of work performed and resolution detail.
• Coordinate hardware warranty repair.
• Perform scheduled patch management.
• Perform security management.

Required Education and Experience: Associate's Degree required; higher college degree preferred Minimum three or more years support desk experience in a mid-sized organization, performing customer-facing/end-user technical support.

Required Skills and Abilities: Active Directory – user and group administration experience. CompTIA A+ and/or Net+ referred. Experience with Windows Server and O365. Excellent organization, communication and written skills. Demonstrated ability to apply critical thinking to solve problems. Customer oriented mindset with quick response time.

Physical Requirements: Ability to sit, stand, walk, kneel, crawl under furniture, etc., for office environment; ability to be on phones majority of business day.

Work Environment: This is an in office role; not hybrid.