Service Desk Analyst (Hybrid)

Job description

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 Competitive compensation Medical, Dental, and Vision insurance Paid Time Off and Paid Holidays Career advancement opportunities Ongoing training and professional development 401K Professional development assistance Retirement plan