Service Desk Analyst / Desktop Support Analyst (Tier 1/2)

Title: Service Desk Analyst / Desktop Support Analyst (Tier 1/2)

We are hiring a Service Desk Analyst to provide first and second-level technical support in a fast-paced enterprise environment. This role is ideal for professionals with strong troubleshooting capabilities, excellent customer service skills, and experience supporting end users across software, hardware, networking, and collaboration platforms.

Key Responsibilities:

• Provide remote support for software, hardware, and connectivity issues
• Troubleshoot and resolve incidents through phone, chat, and collaboration tools
• Document, track, and manage tickets using ServiceNow or similar ITSM platforms
• Support Microsoft 365 environments, including permissions, calendaring, and delegation
• Manage user access, Active Directory accounts, and security group administration
• Deploy, patch, and maintain software using endpoint management platforms
• Diagnose VPN, Wi-Fi, wired networking, and home network connectivity issues
• Perform root cause analysis and communicate solutions to technical and non-technical users
• Create and maintain knowledge base articles and process documentation
• Collaborate across teams to resolve incidents and improve support processes
• Take ownership of employee issues through resolution and follow-up

Required Skills:

• Service Desk, Help Desk, or Desktop Support experience
• Incident Management and ITSM ticketing systems
• ServiceNow experience preferred
• Microsoft Windows operating systems
• Microsoft 365 / Office 365 administration and troubleshooting
• Active Directory user and security group management
• VPN troubleshooting
• Wired and wireless networking support
• Endpoint management and software deployment
• Strong customer service and communication skills
• Root cause analysis and troubleshooting
• Knowledge base documentation
• Ability to work independently and collaboratively

Ideal Job Titles:

• Service Desk Analyst
• Help Desk Analyst
• Desktop Support Analyst
• Technical Support Analyst
• IT Support Specialist
• End User Support Technician
• Service Desk Technician
• Desktop Support Technician

Service Desk Analyst, Help Desk Analyst, Desktop Support Analyst, Technical Support Analyst, IT Support Specialist, End User Support, Service Desk Technician, Desktop Support Technician, Incident Management, ServiceNow, ITSM, Troubleshooting, Root Cause Analysis, Microsoft 365, Office 365, Windows 10, Windows 11, Active Directory, AD Administration, Security Groups, User Access Management, VPN Support, Network Troubleshooting, Wi-Fi Troubleshooting, Wired Networking, Home Network Support, Software Installation, Software Upgrades, Software Deployment, Patch Management, Endpoint Management, Device Management, VMware Workspace ONE, Ivanti, Hardware Support, Peripheral Support, Remote Support, Technical Support, Knowledge Base Management, Documentation, Customer Service, Ticket Resolution, User Support, Slack, Phone Support, Chat Support, Access Management, Identity Management, Security Tools, Desktop Administration, Systems Support, Cross-Functional Collaboration, Call Center Support, IT Operations, End User Computing, EUC Support, Service Delivery, Problem Solving, Technical Communication, Employee Support, Incident Resolution, Tier 1 Support, Tier 2 Support, Desktop Engineering, System Administration, Enterprise Support, Service Desk Operations