We are seeking a customer-focused and technically skilled Service Desk Analyst to support end users within a fast-paced IT services environment. This role is responsible for providing Tier 1 technical support, troubleshooting hardware and software issues, and ensuring support requests are handled efficiently and professionally.
The ideal candidate enjoys problem-solving, communicating with users, and working in a collaborative technical support environment. This role is well-suited for someone who is organized, service-oriented, and motivated to grow their technical skillset.
This position is primarily remote but may require occasional on-site support within assigned business environments as needed.
Principal Duties & Responsibilities
Provide Tier 1 technical support for desktops, laptops, software, hardware, peripherals, and standard business applications
Monitor ticket queues and respond to incoming support requests promptly
Troubleshoot workstation, operating system, application, and connectivity-related issues
Maintain accurate documentation, ticket updates, and issue tracking throughout the support lifecycle
Provide professional communication and status updates to end users and internal support teams
Escalate complex technical issues to appropriate teams or vendors when necessary
Assist with issue tracking, recurring problem identification, and proactive remediation efforts
Support user account setup, basic system configuration, and endpoint support activities
Follow established troubleshooting procedures, documentation standards, and security protocols
Contribute to maintaining a positive and efficient support experience for end users
Requirements
Qualifications, Knowledge & Skills
Previous experience in IT support, desktop support, help desk, service desk, or managed services environments preferred
Strong understanding of Windows operating systems, desktop hardware, peripherals, and software troubleshooting
Basic networking knowledge including DHCP, DNS, NAT, subnets, and connectivity troubleshooting
Strong customer service and communication skills
Ability to troubleshoot technical issues while maintaining professionalism under pressure
Excellent organization, documentation, and multitasking abilities
Experience working with ticketing systems and support workflows
Ability to prioritize tasks and manage multiple support requests simultaneously
Self-motivated with a strong willingness to learn and grow within an IT support environment
Preferred Qualifications
Experience supporting enterprise or multi-site environments
Familiarity with Microsoft 365, Active Directory, and endpoint management tools
Exposure to remote support tools and monitoring platforms
Technical certifications are a plus (CompTIA, Microsoft, ITIL, etc.)