IT Service Desk Analyst

Job Description Location: Remote (Will need to cater to PST) Type: Contract w/ potential for extension Compensation: $29/hr About We're looking for a customer-focused IT Service Desk Analyst to provide first- and second-level technical support to internal employees in a fast-paced enterprise environment. You'll troubleshoot a wide range of hardware, software, connectivity, and access issues while supporting users through phone, chat, and Slack. If you enjoy solving technical problems, communicating with customers, and taking ownership of issues from start to finish, we'd love to hear from you. What You'll Do Provide first- and second-level technical support to internal employees Troubleshoot Windows, Office 365, VPN, hardware, software, and connectivity issues Support users through phone, chat, and Slack Document incidents and resolutions using ServiceNow Manage user accounts and security groups within Active Directory Deploy software and updates using endpoint management tools Install and maintain hardware, software, and peripherals Support security and encryption-related issues Create and improve knowledge base documentation Identify root causes and communicate technical solutions clearly Take ownership of support requests through resolution Collaborate with teammates to resolve aging or complex incidents What We're Looking For Previous Service Desk or Desktop Support experience Experience supporting Microsoft Windows in a corporate environment Office 365 administration and troubleshooting experience Active Directory user administration experience ServiceNow experience Experience supporting VPN connectivity Strong troubleshooting and diagnostic skills Excellent written and verbal communication Ability to work in a fast-paced support environment Strong customer service mindset Catapult Solutions Group