Service Desk Analyst / Desktop Support Analyst

We are seeking a Service Desk Analyst to provide technical support to end users across a variety of enterprise technologies. This fully remote opportunity is ideal for candidates with Help Desk, Service Desk, or Desktop Support experience who enjoy troubleshooting technical issues and delivering exceptional customer service., * Provide support for computer, application, system, device, access, and hardware-related issues

• Diagnose, research, and resolve technical problems of moderate complexity
• Respond to technical support requests via phone, email, and online channels
• Document, track, and monitor incidents using IT service management tools
• Collaborate with cross-functional teams to resolve user issues efficiently
• Support user access management and account administration activities
• Deliver high-quality customer support while maintaining service standards

• Prior Service Desk, Help Desk, or Desktop Support experience
• Experience with Incident Management processes
• ServiceNow or similar ITSM platform experience
• Working knowledge of Active Directory user and security group administration
• Strong troubleshooting experience with Microsoft Windows 10 and Windows 11
• Experience supporting Microsoft 365 / Office 365 and Gmail environments
• Knowledge of email permissions, calendaring, and delegation
• Experience supporting collaboration tools such as Zoom, Google Workspace, and Slack
• Familiarity with Multi-Factor Authentication (MFA) and VPN troubleshooting
• Experience troubleshooting Wi-Fi connectivity issues on both Windows and Mac devices
• Strong customer service, communication, and problem-solving skills