Service Desk Analyst

Description SERVICE DESK ANALYST Experienced technical support professional | 5+ years Position Summary

The Service Desk Analyst provides high-quality technical support to employees across the organization and serves as a key point of contact for day-to-day technology needs. This position troubleshoots and resolves hardware, software, application, identity, connectivity, and Microsoft 365 issues while delivering an exceptional customer experience.

With approximately five or more years of IT support experience, the Service Desk Analyst is expected to independently manage more complex support issues, take ownership through resolution, recognize recurring issues, contribute to knowledge documentation, and partner with other IT teams when escalation is required.

Key Responsibilities

• Provide responsive, customer-focused technical support through phone, email, chat, remote support, and in-person interactions.
• Troubleshoot and resolve issues involving Windows 11, Microsoft 365, Microsoft Teams, Outlook, One Drive, SharePoint, printers, mobile devices, laptops, and related business technology.
• Support user accounts, password and authentication issues, access requests, and Microsoft Entra  / Active Directory environments.
• Diagnose hardware, software, networking, VPN, connectivity, and peripheral issues.
• Take ownership of incidents and service requests from initial contact through resolution, keeping customers informed throughout the process.
• Manage and prioritize assigned tickets within established service levels and escalated issues when appropriate.
• Provide support for employee onboarding, offboarding, equipment provisioning, device replacement, and application access.
• Assist employees with using technology effectively, not simply fixing technical problems.
• Identify recurring issues and recommend opportunities to improve support processes or reduce future incidents.
• Create and maintain clear knowledge articles, troubleshooting guides, and end-user documentation.
• Work closely with infrastructure, security, applications, and other IT team members to resolve complex issues.
• Follow established cybersecurity practices related to account access, device security, phishing, data protection, and incident escalation.
• Participate in technology rollouts, upgrades, hardware refreshes, and other IT initiatives.
• Provide guidance and informal mentoring to less-experienced Service Desk team members when appropriate.

Qualifications Required

• 5+ years of experience providing Service Desk, Help Desk, Desktop Support, or similar end-user technology support.
• Strong troubleshooting experience with Windows and Microsoft 365 environments.
• Experience supporting laptops, desktops, mobile devices, printers, docking stations, monitors, and other end-user hardware.
• Working knowledge of Active Directory and/or Microsoft Entra , user accounts, groups, permissions, and authentication.
• Experience using an IT Service Management (ITSM) or ticketing platform.
• Solid understanding of networking fundamentals including Wi-Fi, TCP/IP, DNS, VPN, and basic connectivity troubleshooting.
• Ability to troubleshoot issues independently and know when escalation is appropriate.
• Excellent written and verbal communication skills.
• Strong customer service skills with the ability to communicate technical information clearly to non-technical employees.
• Ability to prioritize multiple requests while maintaining strong follow-through and attention to detail.

Preferred

• Experience supporting employees in a distributed or multi-office environment.
• Experience with Microsoft Intune, endpoint management, device deployment, and software distribution.
• Familiarity with MFA, Conditional Access, and modern identity management.
• Experience with remote desktop or virtual desktop environments.
• Fa…