Desk Support / Help Desk Specialist

We are seeking a highly motivated Live Expert Service Desk Analyst to provide premier first and second-tier technical support to our internal employee community. This role is situated in a dynamic, fast-paced call center environment where support is delivered via phone, chat, and Slack. The ideal candidate possesses a strong technical aptitude for diagnosing complex issues combined with an unwavering commitment to high-level customer service., * Technical Troubleshooting: Remotely diagnose and resolve software, hardware, and connectivity issues, including peripherals and home network troubleshooting.

• Incident Management: Meticulously log all service contacts into ServiceNow and manage the lifecycle of incidents to ensure timely resolution.
• Systems Administration: Perform basic Active Directory administration (user and security groups) and assist customers with system/server access.
• Software & Security: Deploy and patch software using VMware and Ivanti; triage issues within encrypted and secured environments.
• Office 365 Support: Provide expert-level troubleshooting for Office 365 within a corporate network, specifically handling permissions, calendaring, and delegation.
• Documentation & Projects: Identify gaps in technical documentation, update Knowledge Base articles, and manage small technical projects from inception to completion.
• Customer Advocacy: Take full ownership of employee issues, performing root cause analysis and providing consistent status updates until resolution.

• Experience: Prior experience in a Service Desk or Desktop Support role is required.
• Technical Proficiency:
• Strong knowledge of Microsoft-based operating systems.
• Proven experience with Incident Management systems (ServiceNow preferred).
• Familiarity with VPN, wired, and Wi-Fi networking bound with Windows Active Directory.
• Soft Skills:
• Excellent interpersonal and communication skills, with the ability to explain technical issues in non-technical terms.
• Self-starter mindset with a passion for follow-through and detail-oriented problem-solving.
• Ability to work effectively both independently and within a cross-functional team.