Service Desk Analyst

Key Responsibilities

• Provide technical support by triaging diagnosing and resolving hardware software and end-user issues across a multi-platform environment
• Manage and resolve service desk tickets from intake through completion or escalation including support via phone email ticketing system and in-person
• Administer user accounts and access across platforms such as Active Directory Office 365 Concur Mitel and other systems
• Track manage and maintain IT asset inventory including documentation labeling lifecycle updates and secure recordkeeping
• Coordinate procurement of IT hardware and software including vendor relationships quote acquisition purchase approvals and license tracking

Days and Shift Information

• Standard business hours with flexibility as needed
• Participation in an on-call rotation for after-hours support
• Travel may be required to support multiple locations

Work Environment

• Fast-paced customer-focused IT support environment
• Requires managing multiple tasks and priorities simultaneously
• Frequent interaction with employees across various departments
• Combination of desk work and hands-on technical support
• May require travel to different company locations

Qualifications :

Education

• Bachelors degree in Computer Science Information Technology or a related field preferred
• Relevant certifications (e.g. ITIL) are a plus

Experience

• 3 years of experience in IT support or related roles
• Experience with hardware software networking and operating systems
• Familiarity with service desk tools incident tracking systems and remote support tools
• Experience with Active Directory and Office 365 administration preferred
• Experience managing IT assets and vendor relationships is a plus

Personality Traits

• Strong customer service orientation with a team-first mindset
• Excellent verbal and written communication skills
• Highly organized with the ability to manage multiple tasks effectively
• Strong analytical and problem-solving abilities
• Adaptable and flexible in a dynamic work environment
• Demonstrates accountability initiative and professionalism

Additional Information :

Benefits/Perks

• $55k-$60k
• Accrue up to five days PTO in first year. Two-weeks vacation plus one week PTO accrue on first anniversary.
• Medical Dental Vision Life Insurance Disability
• Other benefits include Doc-On-Demand Tuition Reimbursement Paid Volunteer Day Employee Assistance Program

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time