Service Desk Analyst

Service Desk Analyst

Required Skills & Experience: Experience supporting Windows 11 and macOS Sequoia & Tahoe environments in an enterprise environment. Experience supporting face to face and over video/phone connection. Hands on experience supporting Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and OneNote. Active Directory administration experience, including password resets, group memberships, shared mailboxes, and distribution lists. Experience troubleshooting mobile devices and authentication issues across iOS, Android, Microsoft Authenticator, and passkey technologies. Strong verbal and written communication skills with the ability to provide clear, professional user support and documentation. Ability to work with high level stakeholders and communicate issues and troubleshooting clearly to deescalate issues.

Job Description: The Service Desk Analyst will serve as the primary point of contact for approximately 2,000 employees, providing Tier 1 technical support across Windows 11, macOS, Microsoft 365 applications, mobile devices, and authentication platforms. This individual will manage an average of 15 tickets per day, resolving issues related to hardware, software, access management, and end-user support. Responsibilities include troubleshooting Microsoft 365 applications such as Outlook, Teams, OneDrive, SharePoint, and OneNote, supporting iOS and Android devices, managing Active Directory requests, and assisting with password resets, shared mailboxes, distribution lists, and group memberships. Success in this role requires exceptional communication skills, strong documentation practices, and a customer-first approach to delivering technical support.