Help Desk Support Analyst

We are seeking an experienced IT Support Analyst to provide onsite technical support to end users in a large enterprise environment. This role is responsible for troubleshooting hardware, software, network connectivity, mobile device, and application issues while delivering exceptional customer service to both technical and non-technical users. The ideal candidate has a strong support background, excellent communication skills, and experience working within a structured service desk environment., * Provide phone, remote, and onsite support for end users across multiple locations.

• Troubleshoot and resolve issues involving desktops, laptops, tablets, smartphones, printers, and other endpoint devices.
• Support Wi-Fi, VPN, remote access, and connectivity-related issues.
• Utilize remote control tools and service desk platforms to diagnose and resolve technical problems.
• Manage incidents, requests, and escalations through the ticketing system while meeting service level expectations.
• Perform workstation deployments, computer imaging, software installations, and hardware replacements.
• Support enterprise business applications and collaborate with other IT teams to resolve complex issues.
• Create and maintain knowledge base documentation and process guides.
• Participate in continuous service improvement initiatives and maintain accurate documentation of support activities.

• 3-5 years of experience in an IT Support, Help Desk, or Service Desk role.
• Experience supporting desktops, laptops, tablets, smartphones, and end-user applications within a large enterprise environment.
• Strong customer service skills with the ability to communicate effectively with both technical and non-technical users.
• Experience using remote support tools and ticketing systems.
• Experience troubleshooting Wi-Fi, VPN, and network connectivity issues.
• Knowledge of computer imaging and endpoint deployment processes.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent verbal and written communication skills.

Preferred Qualifications

• Experience with PowerShell, VBScript, or other scripting tools.
• Experience supporting Mobile Device Management (MDM) platforms, particularly Workspace ONE / AirWatch.
• Experience with Microsoft 365/O365 environments.
• Experience supporting enterprise applications such as SAP, Salesforce, Camstar, or Siemens MES.
• Familiarity with Voice over IP (VoIP) systems.
• Experience with endpoint security and encryption technologies, including BitLocker.
• Experience supporting conference room and collaboration technologies such as Polycom, Extron, and ClickShare.
• Familiarity with Jira, Confluence, knowledge management platforms, and task management systems.
• ITIL certification or experience working within ITIL-based service management environments.
• Experience supporting users in regulated industries such as healthcare, life sciences, manufacturing, or other compliance-driven environments.