Service Desk Analyst (Hybrid)

We are seeking a customer-focused and technically skilled Service Desk Analyst to support end users within a fast-paced IT services environment. This role is responsible for providing Tier 1 technical support, troubleshooting hardware and software issues, and ensuring support requests are handled efficiently and professionally.

The ideal candidate enjoys problem-solving, communicating with users, and working in a collaborative technical support environment. This role is well-suited for someone who is organized, service-oriented, and motivated to grow their technical skillset.

This position is primarily remote but may require occasional on-site support within assigned business environments as needed.

Principal Duties & Responsibilities

• Provide Tier 1 technical support for desktops, laptops, software, hardware, peripherals, and standard business applications
  
• Monitor ticket queues and respond to incoming support requests promptly
  
• Troubleshoot workstation, operating system, application, and connectivity-related issues
  
• Maintain accurate documentation, ticket updates, and issue tracking throughout the support lifecycle
  
• Provide professional communication and status updates to end users and internal support teams
  
• Escalate complex technical issues to appropriate teams or vendors when necessary
  
• Assist with issue tracking, recurring problem identification, and proactive remediation efforts
  
• Support user account setup, basic system configuration, and endpoint support activities
  
• Follow established troubleshooting procedures, documentation standards, and security protocols
  
• Contribute to maintaining a positive and efficient support experience for end users
  

Requirements

Qualifications, Knowledge & Skills

• Previous experience in IT support, desktop support, help desk, service desk, or managed services environments preferred
  
• Strong understanding of Windows operating systems, desktop hardware, peripherals, and software troubleshooting
  
• Basic networking knowledge including DHCP, DNS, NAT, subnets, and connectivity troubleshooting
  
• Strong customer service and communication skills
  
• Ability to troubleshoot technical issues while maintaining professionalism under pressure
  
• Excellent organization, documentation, and multitasking abilities
  
• Experience working with ticketing systems and support workflows
  
• Ability to prioritize tasks and manage multiple support requests simultaneously
  
• Self-motivated with a strong willingness to learn and grow within an IT support environment
  

Preferred Qualifications

• Experience supporting enterprise or multi-site environments
  
• Familiarity with Microsoft 365, Active Directory, and endpoint management tools
  
• Exposure to remote support tools and monitoring platforms
  
• Technical certifications are a plus (CompTIA, Microsoft, ITIL, etc.)
  

Benefits