Service Desk Analyst II - Deskside

World Strides is the global leader in educational travel and experiential learning. Founded in 1967, the company originally offered middle school travel programs to Washington, D.C., and has since expanded to provide a wide range of programs for more than half a million students annually across over 100 countries. The organization offers experiential learning programs in educational travel, performing arts, language immersion, career exploration, service‑learning, study abroad, and sports.

Each experience helps students see beyond the classroom and view the world—and themselves—in new ways.

World Strides is seeking a results‑driven and service‑oriented Service Desk Analyst with a minimum of 2 years of experience to serve in a demanding, customer‑facing role that includes Service Desk phone support as well as onsite deskside support as needed. Candidates must possess strong interpersonal and communication skills and exemplary customer‑service orientation, representing World Strides Global IT at one of our remote offices.

The role requires willingness to serve on a shared weekly on‑call rotation and may involve travel to regional office locations.

• Provide initial line of Service Desk support for internal clients with the goal of first‑contact resolution, including responding to inbound calls, fielding email requests, collecting required information, creating Service Requests, and documenting incidents within our ITSM platform. Follow up with end users and work with IT support staff on incident resolutions, escalating tickets to the appropriate support groups when necessary.
• Provide remote phone‑based support in a heterogeneous technology environment to all members of our global team, covering Microsoft Productivity Suite, Dell hardware, Apple hardware, Canon & Konica Minolta multi‑function printers, HP desktop printers, and troubleshooting various Microsoft operating system related issues; knowledge of Microsoft Azure is preferred.
• Create Distribution Lists, Shared Mailboxes, and Teams through Exchange/Office 365, adding appropriate permissions and managing user access.
• Support all IP Phone based systems, troubleshooting hard and soft phone connection issues on the Avaya, Teams, and Ring Central platforms.
• Support installation and configuration of software including Global Protect VPN, Salesforce, Microsoft Dynamics CRM, Zscaler, Adobe, and all other proprietary and necessary supporting software.
• Troubleshoot remote and onsite hardware problems in local office and remote home configurations, including new hire hardware deployments and retrievals.
• Escalate issues to additional IT resources, tiers, management, or third‑party vendors to achieve timely resolution.
• Work directly with developers, project leads, and various business partners to understand and resolve issues.
• Participate in a highly talented, experienced, and energetic team on a fast‑paced, agile development schedule.

• 2+ years of experience in a Technical Support or similar role.
• CompTIA A+, Microsoft, or ITIL certifications.
• Ability to resolve all problem issues that affect users’ productivity and provide training when applicable.
• Basic Linux CLI, sysadmin, and network diagnostic skills.
• Ability to assess each employee’s IT knowledge levels.
• Good communication skills with a natural aptitude for interfacing with people.
• Ability to deal with difficult callers or stressful situations.
• Good analytical and problem‑solving skills.
• Logical thinker.
• Up‑to‑date technical knowledge.
• Display discipline towards accurate record keeping.
• Self‑directed and able to handle multiple priorities with demanding time frames.
• Ability to work collaboratively with colleagues and staff to create a high‑quality results‑driven, team‑oriented environment.
• Excellent oral and written communications skills in English.
• Highly motivated with the ability to flex in a highly dynamic environment.
• Positive attitude, successfully working as a team player with business and technology stakeholders.
• Support company policies and management decisions with a sense of urgency and professionalism.
• Responsible for meeting specified service level standards.
• Seek…