IT Help Desk Analyst

The IT Help Desk / Service Desk Analyst is responsible for providing first-level technical support to end users by resolving hardware, software, network, and application issues. This role handles a high volume of support requests, manages user accounts in Active Directory, troubleshoots printers and desktop systems, supports iOS devices, and assists users with Microsoft Teams, Cisco WebEx, and remote support tools. The analyst also deploys hardware, configures devices, maintains accurate documentation, and manages incidents through ServiceNow while delivering excellent customer service., * Provide Tier 1 technical support via phone, email, and remote support tools, handling up to 30 calls per day.

• Troubleshoot desktop, laptop, printer, software, network, VPN, Wi-Fi, and application-related issues.
• Manage user accounts in Active Directory, including password resets, account unlocks, and user administration.
• Configure, deploy, and support iPhones, iPads, desktops, laptops, and other IT hardware.
• Support Microsoft Teams, Cisco WebEx, and other collaboration tools.
• Manage and resolve incidents using ServiceNow while documenting troubleshooting activities and resolutions.
• Deliver excellent customer service and collaborate with IT teams to ensure timely issue resolution.

• IT Help Desk / Service Desk Support
• Active Directory
• ServiceNow
• Windows Desktop Support
• Printer Troubleshooting
• Network Troubleshooting (VPN, Wi-Fi, LTE)
• iOS Device Support (iPhone/iPad)
• Microsoft Teams & Cisco WebEx
• Hardware Deployment
• Remote Support (RDP, MSRA)
• Strong Customer Service and Communication Skills

Pulled from the full job description

• 401(k), * 401(k)