Service Desk Support Analyst

Role Responsibilities

• User Support & Service Delivery: Provide timely, consistent, and customer-focused phone-based IT support while maintaining a high-quality end-user experience and meeting real-time service objectives (RSOs).
• Incident & Request Management: Respond to incidents and service requests within defined RSOs, prioritize service tickets efficiently, and manage multiple competing priorities in a dynamic environment.
• Troubleshooting & Resolution: Diagnose and resolve complex hardware, software, network connectivity, and operating system issues, while analyzing trends to identify root causes of recurring technical problems.
• Documentation & Knowledge Sharing: Ensure proper, detailed documentation of troubleshooting steps and resolutions, maintain knowledge base accuracy, and provide effective knowledge transfer.
• Escalation & Security Compliance: Escalate unresolved issues appropriately while strictly adhering to organizational security policies, identity verification procedures, and IT security protocols.

Minimum Qualifications

• High school diploma or GED with four (4) years of experience in technical support roles (Note: An Associate’s degree substitutes for 2 years of experience; a Bachelor’s degree substitutes for 4 years of experience).

Desired Skills & Competencies

• Technical Knowledge: Proficiency in computer hardware, software, and mobile device components; operating systems (Windows, macOS, and mobile configurations/troubleshooting); networking fundamentals (TCP/IP, DNS, DHCP, VPN); and identity/endpoint tools (Active Directory, Group Policy, and endpoint security).
• IT Frameworks: Familiarity with ITIL best practices governing incident and asset management.
• Communication & Collaboration: Excellent interpersonal, verbal, and written communication skills for interacting effectively with end-users, technical teams, and management.
• Adaptability & Initiative: Ability to adapt rapidly to evolving technologies, organizational needs, and dynamic working environments.