Service Desk Analyst :: Raleigh, NC (Hybrid

Service Desk Analyst - Raleigh, NC

Duration: 12 months (Hybrid)

Seeking for a Mid-Level Service Desk Analyst to provide technical support and service delivery for a large enterprise environment supporting 10,000+ computer users. This role is responsible for evaluating, prioritizing, troubleshooting, and resolving IT incidents and service requests involving desktop applications, hardware, software, user accounts, networking, and related infrastructure.

The ideal candidate will have strong hands-on experience with Service Now, desktop and end-user support, Active Directory, hardware/software troubleshooting, network connectivity, incident management, technical documentation, and customer service.

• Provide Service Desk and technical support for enterprise end users.
• Analyze, prioritize, troubleshoot, and resolve routine and complex IT incidents and service requests based on urgency and business impact.
• Provide technical support for standard desktop applications, desktops, laptops, peripherals, and related hardware and software.
• Troubleshoot issues involving personal computers, applications, local area networks (LAN), and connectivity.
• Use Service Now to create, update, track, prioritize, and monitor incidents and service requests through resolution.
• Provide password resets and support user account-related requests.
• Verify user identity and required information before processing account or access requests.
• Support account creation and modification activities involving Active Directory (AD), email, Citrix, file servers, and related systems.
• Provide technical instructions to end users by phone and email and explain technical information in an easy-to-understand manner.
• Take ownership of customer issues and provide timely progress and resolution updates.
• Manage and assist with critical incidents, problem identification, troubleshooting, escalation, and resolution.

• 3+ years of experience independently troubleshooting and resolving software and hardware issues.
• 3+ years of hands-on experience with Service Now or Service Now call/ticket tracking.
• Experience providing Service Desk, Help Desk, Desktop Support, or end-user technical support.
• Experience troubleshooting desktop/laptop hardware, software, peripherals, and applications.
• Experience supporting Active Directory, password resets, user accounts, and access-related requests.
• Knowledge of networking concepts, LAN connectivity, networking protocols, and network troubleshooting.
• Ability to analyze incidents, determine business impact, prioritize work, and escalate appropriately.
• Ability to explain technical concepts clearly to non-technical users.
• Ability to work independently, organize workload, prioritize competing tasks, and monitor progress.

• Experience supporting a large enterprise user environment.
• Experience with Citrix, email administration, file servers, and data restoration activities.
• Knowledge of incident and problem management practices.
• Experience managing or coordinating critical IT incidents.
• Experience creating and maintaining SOPs, knowledge-base documentation, and technical procedures.
• Familiarity with SLA and OLA requirements.
• Experience leading or coordinating small IT projects.
• Understanding of enterprise IT security policies, access controls, and data-protection requirements.