Technical Service Analyst

Technical Service AnalystWe are seeking a customer-focused Technical Service Analyst to provide onsite and remote technical support for end users in a professional enterprise environment. This role serves as the primary point of contact for IT-related issues, delivering exceptional customer service while troubleshooting hardware, software, account access, and Microsoft technology challenges.The ideal candidate combines strong technical troubleshooting skills with a polished, service-oriented approach. Success in this role requires the ability to support users both in person and through phone, email, chat, and ticketing systems while maintaining high standards of professionalism and responsiveness.Key Responsibilities:Provide Tier 1/Tier 2 technical support for end usersTroubleshoot Windows, Microsoft 365, Outlook, Teams, and account access issuesSupport Active Directory / Entra ID user administrationAssist users with MFA solutions including Microsoft Authenticator, Cisco Duo, and similar platformsManage and resolve incidents through an ITSM platform (ServiceNow, Freshservice, or similar)Deliver outstanding customer service to employees across all levels of the organizationMaintain SLA compliance and ensure timely ticket resolutionCreate and maintain documentation, knowledge articles, and training materialsCollaborate with remote IT teams to resolve escalated issuesIdentify opportunities to improve support processes and user experiencePreferred Qualifications:2 years of Help Desk, Service Desk, Desktop Support, or Technical Support experienceExperience supporting Microsoft 365 environmentsFamiliarity with Active Directory, Entra ID (Azure AD), and Microsoft IntuneExperience with ServiceNow, Freshservice, or similar ticketing systemsUnderstanding of MFA technologies and end-user security supportStrong communication, customer service, and problem-solving skillsAbility to work independently and manage a highly visible support environmentWhat Makes Someone Successful:Professional and polished communication styleStrong customer-service mindset with a "white glove" approach to supportAbility to build relationships with users and leadership alikeComfortable handling technical issues while maintaining a positive user experienceSelf-motivated, dependable, and able to take ownership of support responsibilitiesBy submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.