Join our dynamic IT support team as a Service Desk Analyst, where your technical expertise and customer service skills will drive seamless technology experiences across our organization. In this energized role, you will be the first point of contact for resolving a wide array of IT issues, supporting end-users with enthusiasm and professionalism. Your proactive approach will ensure our IT infrastructure remains robust, secure, and efficient, empowering colleagues to perform at their best every day. This paid position offers an exciting opportunity to develop your career in a fast-paced, innovative environment committed to excellence.
Responsibilities
- Serve as the primary contact for end-user technical support via help desk systems such as ServiceNow or Jira, managing customer support tickets efficiently and accurately.
- Troubleshoot and resolve hardware issues related to computers, laptops, mobile devices, printers, and other peripherals by applying equipment troubleshooting and hardware support skills.
- Provide expert assistance with software troubleshooting, including operating systems like Windows and macOS, as well as applications within the Microsoft Office suite.
- Support network troubleshooting efforts involving LAN (Local Area Network), TCP/IP protocols, DNS configurations, VPN access, firewall settings, and network administration tasks.
- Manage Active Directory accounts and permissions while assisting with user account setup and Active Directory management tasks.
- Collaborate with IT teams on computer management tasks such as deploying updates via SCCM or GPO policies and supporting Windows Server or Linux environments.
- Assist in maintaining IT infrastructure stability by diagnosing issues related to network equipment such as Meraki devices or firewalls and escalating complex problems when necessary.
- Communicate clearly with users to explain technical solutions effectively and ensure high levels of customer service throughout every interaction.
Requirements
- Proven experience in technical support roles with familiarity in help desk systems like ServiceNow or BMC Remedy.
- Strong knowledge of Microsoft Office applications, Windows support, macOS, and operating systems across diverse hardware platforms.
- Hands-on experience with computer networking concepts including LAN/WAN setup, TCP/IP protocols, DNS management, VPNs, firewalls, and network troubleshooting tools.
- Ability to troubleshoot hardware issues involving computer hardware components and peripherals efficiently.
- Familiarity with Active Directory management, GPO implementation, SCCM deployment processes, and Windows Server environments is highly desirable.
- Excellent communication skills with a customer-focused approach to problem resolution.
- Analytical mindset with the ability to diagnose complex technical issues quickly and accurately while maintaining a positive attitude under pressure.
- Knowledge of help desk ticket management tools such as Jira or ServiceNow is preferred; experience with network administration tools like Cisco Meraki or similar is a plus.
Join us in delivering exceptional IT support that keeps our organization running smoothly! Your technical expertise combined with your passion for helping others will make a significant impact—empowering teams through innovative solutions every day!
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Pay: $15.00 - $16.00 per hour
Work Location: In person
