Service Desk Analyst

Overview The Service Desk Analyst will provide first-level technical support to employees through phone, email, chat, and remote support tools. The successful candidate will be the first point of contact for IT support, ensuring our team has the technical assistance they need to excel. Responsibilities Provide technical support to employees, respond to incoming service requests, diagnose and resolve hardware and software issues, create and manage support tickets, and escalate complex issues to second or third-level support teams. Qualifications High school diploma or equivalent required; associate's or bachelor’s degree in Information Technology, Computer Science, or a related field is preferred. Previous experience in a Service Desk, Help Desk, Technical Support, or IT Support role is preferred. Strong knowledge of Windows operating systems and Microsoft Office 365. Experience supporting Active Directory, Microsoft Entra ID (Azure Active Directory), Microsoft Exchange, VPN, and remote desktop tools. Understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity. Experience using IT Service Management platforms such as ServiceNow, Jira Service Management, or similar ticketing systems. Ability to troubleshoot desktop hardware, laptops, printers, mobile devices, and peripheral equipment. Excellent verbal and written communication skills; strong problem-solving skills with the ability to work independently and as part of a team. Ability to prioritize workload and manage multiple support requests efficiently. Commitment to providing outstanding customer service. Benefits Competitive salary Performance-based annual bonus Comprehensive medical, dental, and vision insurance 401(k) retirement plan with company matching Paid vacation, personal days, and company holidays Paid sick leave Life and disability insurance Employee Assistance Program (EAP) Professional development and certification reimbursement Paid technical training and continuing education opportunities Career advancement within the IT organization Employee referral bonus program Remote work flexibility where applicable Company-provided laptop and necessary equipment Wellness programs and employee discounts Tuition assistance for eligible employees Recognition and employee appreciation programs #J-18808-Ljbffr