The IT Service Desk Analyst is the first point of contact for employees experiencing technology issues. This role is responsible for logging, triaging, troubleshooting, and resolving incidents and service requests related to hardware, software, network access, and business applications, escalating complex issues to Tier 2/3 teams as needed. Success in this role means fast, friendly, accurate support that keeps employees productive.

Key Responsibilities

- Serve as the first point of contact for IT support via phone, chat, email, and ServiceNow ticketing, providing prompt and qualified responses.
- Log, categorize, and prioritize incidents and service requests in ServiceNow, ensuring accurate documentation of issue details and resolution steps.
- Troubleshoot and resolve common issues involving Windows/macOS, Microsoft 365 (Outlook, Teams, SharePoint), VPN, MFA, printers, and mobile device access.
- Perform account and access management tasks: password resets, account provisioning/deprovisioning, group and access requests via Okta/Active Directory.
- Manage hardware lifecycle tasks including laptop imaging, deployment, asset tagging, and equipment returns for new hires, transfers, and offboarding.
- Escalate unresolved or complex tickets to Tier 2/3 support or the appropriate subject-matter team, providing clear handoff notes.
- Meet or exceed defined SLAs for response time, resolution time, and customer satisfaction (CSAT).
- Maintain and contribute to the internal knowledge base, documenting new solutions and updating outdated articles.
- Support onboarding/offboarding logistics, conference room and AV technology, and basic network connectivity troubleshooting.




- Identify recurring issues and escalate trends to leadership to support root-cause and process improvement efforts.

Required Qualifications

- 1–3 years of experience in a help desk, service desk, or technical support role (internships count).
- Working knowledge of Windows and macOS operating systems, Microsoft 365 applications, and basic networking concepts (DNS, DHCP, VPN).
- Strong customer service orientation with clear, patient written and verbal communication.
- Ability to prioritize and manage multiple tickets in a fast-paced environment while meeting SLA targets.
- Basic understanding of ITIL concepts such as incident, problem, and request management.
- High school diploma or equivalent required; Associate's or Bachelor's degree in IT, Computer Science, or related field preferred.

Preferred Qualifications

- Experience with ServiceNow, Okta, JAMF, Intune, or similar ITSM/endpoint management tools.
- Familiarity with Active Directory, Azure AD, and basic scripting (PowerShell) is a plus.
- Industry certifications such as CompTIA A+, ITIL Foundation, or Microsoft 365 Certified: Fundamentals.

Core Competencies

- Customer Focus — treats every ticket as a real person's productivity blocker.
- Problem Solving — diagnoses root cause rather than just symptoms.
- Communication — explains technical issues in plain language.
- Adaptability — comfortable with shifting priorities and a varied ticket queue.




- Ownership — follows tickets through to resolution and closes the loop with the requester.

Working Conditions

- Require evening, weekend, or on-call coverage to support business needs.

Skills

Serve as the first point of contact for IT support via phone, chat, email, and ServiceNow ticketing, providing prompt and professional responses.
- Log, categorize, and prioritize incidents and service requests in ServiceNow, ensuring accurate documentation of issue details and resolution steps.
- Troubleshoot and resolve common issues involving Windows/macOS, Microsoft 365 (Outlook, Teams, SharePoint), VPN, MFA, printers, and mobile device access.
- Perform account and access management tasks: password resets, account provisioning/deprovisioning, group and access requests via Okta/Active Directory.
- Manage hardware lifecycle tasks including laptop imaging, deployment, asset tagging, and equipment returns for new hires, transfers, and offboarding.
- Escalate unresolved or complex tickets to Tier 2/3 support or the appropriate subject-matter team, providing clear handoff notes.
- Meet or exceed defined SLAs for response time, resolution time, and customer satisfaction (CSAT).
- Maintain and contribute to the internal knowledge base, documenting new solutions and updating outdated articles.
- Support onboarding/offboarding logistics, conference room and AV technology, and basic network connectivity troubleshooting.
- Identify recurring issues and escalate trends to leadership to support root-cause and process improvement efforts.

Education

High school diploma or equivalent required; Associate's or Bachelor's degree in IT, Computer Science, or related field preferred.

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