Help Desk Analyst

About This Role

Serving as the first point of contact for IT incidents and service requests, this role provides remote and occasional hands-on support for hardware, software, mobile devices, enterprise applications, identity and access services, and network connectivity issues. The position suits a self-motivated individual with strong interpersonal skills and the ability to manage multiple priorities in a Service Now-driven environment.

Responsibilities

• Serve as the first point of contact for information technology incidents and service requests for internal employees, contractors, and interns
• Provide remote and occasional hands-on support for hardware, software, mobile devices, enterprise applications, identity and access services, and network connectivity issues
• Diagnose, troubleshoot, and resolve incidents and service requests for Windows workstations and laptops, Microsoft 365 services, corporate iPads and mobile devices, Citrix environments, enterprise applications, remote access, VPN, and connectivity issues
• Deliver excellent customer service through professional communication, active listening, and problem-solving with employees at all levels, both technical and non-technical
• Document, track, and manage incidents and requests through Service Now while meeting established service level expectations
• Support user onboarding, access provisioning, password resets, MFA enrollment, and related identity and access management processes
• Utilize knowledge articles, troubleshooting tools, and established procedures to efficiently resolve issues or elevate when appropriate
• Follow company policies, security standards, and data protection requirements to safeguard company systems and information
• Collaborate with Service Desk teammates and other IT support teams to resolve incidents, fulfill requests, and improve service delivery
• Participate in projects, testing, documentation updates, and continuous improvement initiatives as assigned
• Support adoption and troubleshooting of approved productivity, collaboration, and emerging workplace technologies
• Participate in a rotating after-hours on-call schedule to provide support outside of core business hours

Requirements

• Strong interpersonal skills
• Sound judgment, initiative, adaptability, attention to detail, and teamwork
• Effective written and verbal communication skills
• Self-motivated and able to work independently
• Able to manage multiple priorities
• Strong computer proficiency and the ability to navigate multiple applications simultaneously
• Working knowledge or experience supporting Windows 10 and Windows 11 operating systems
• Working knowledge or experience supporting Microsoft 365 services, including Outlook, Teams, One Drive, and SharePoint