Support Analyst

Service Desk Analyst

We’re seeking a customer-focused Service Desk Analyst to join our IT support team. This role serves as the first point of contact for internal and external users, providing technical assistance across a wide range of hardware, software, and systems. If you thrive in fast-paced environments and enjoy solving problems that make people’s work lives easier, we’d love to hear from you.

Responsibilities

• Provide in-person and remote support through the IT Service Desk and walk-up support bar.
• Assist users with setup and troubleshooting of laptops, mobile devices, printers, and collaboration tools.
• Deliver first- and second-line technical support for operating systems, productivity software, and AV/telecom equipment.
• Support onboarding of new employees with initial IT setup and orientation.
• Monitor and respond to service tickets, ensuring timely resolution and adherence to SLAs.
• Maintain accurate documentation and asset records in the configuration management database (CMDB).
• Collaborate with team members to improve service desk processes, FAQs, and training materials.
• Participate in change management reviews and associate recurring incidents with change activities.
• Proactively identify and escalate potential issues to ensure business continuity.
• Provide excellent customer service and contribute to a positive support experience.

Required Qualifications

• 3+ years of experience in Help Desk or technical support within an enterprise environment.
• Strong troubleshooting skills across hardware, software, and network issues.
• Familiarity with ticketing systems and remote support tools.
• Excellent communication skills and a customer-first mindset.
• Ability to work independently and collaboratively in a small team setting.
• Understanding of IT service management principles (e.g., ITIL).
• Experience supporting both macOS and Windows environments.
• Proficiency with productivity and collaboration tools (e.g., office suites, video conferencing platforms).
• Working knowledge of LAN/WAN networking fundamentals.

Preferred Skills

• Experience with device provisioning and endpoint management platforms.
• Familiarity with enterprise-level support for printers and AV systems.
• Exposure to service catalog development and knowledge base maintenance.
• Ability to train and mentor junior support staff.

Additional Details

• Entry-level applicants with strong foundational skills and a passion for IT support are encouraged to apply.
• This role requires occasional physical tasks such as moving IT equipment and replacing printer consumables.
• A strong work ethic and commitment to delivering high-quality service are essential.