IT Service Desk

Job Summary:

IT Service Desk Analyst

Key Responsibilities:

• Act as the first point of contact for all IT support requests via phone, email, chat, or ticketing system
  
• Provide technical support for hardware (desktops, laptops, printers, mobile devices), software, and network-related issues
  
• Troubleshoot problems related to Windows, macOS, Microsoft Office 365, email, VPN, and remote access tools
  
• Log, categorize, and prioritize support tickets using a ticketing system (e.g., ServiceNow, JIRA, Freshservice)
  
• Follow ITIL or internal support procedures to ensure timely resolution or proper escalation
  
• Set up new users with laptops, accounts, permissions, and access to enterprise systems
  
• Maintain asset inventory and ensure accurate documentation of IT assets and support procedures
  
• Assist with software installations, updates, and patches
  
• Collaborate with other IT teams (network, security, infrastructure) to resolve complex issues

Required Qualifications:

• Associates or Bachelors degree in IT, Computer Science, or a related field (or equivalent experience)
  
• 2 -4 years of experience in a help desk or IT support role
  
• Solid understanding of Windows OS, Microsoft 365, Active Directory, and basic networking concepts
  
• Experience using remote support tools (e.g., TeamViewer, AnyDesk, Bomgar, or RDP)
  
• Familiarity with ticketing systems and ITSM practices
  
• Ability to work independently, prioritize tasks, and handle multiple issues simultaneously