IT Service Desk Analyst

We are seeking an IT Service Desk Analyst to provide technical support and serve as the initial point of contact between end users and our technology teams. The role involves managing end user requests, troubleshooting and resolving technical issues, and providing on-site support and IT hardware delivery as necessary.

Requirements

• Respond to incoming support requests from users via phone, email, or ticketing system, ensuring timely and effective resolution
• Troubleshoot and resolve issues related to hardware, software, and networks for end users, providing clear and concise technical assistance
• Offer technical support for a range of devices, including desktops, laptops, printers, mobile devices, and other peripherals
• Install, configure, and perform updates on software applications and operating systems to ensure optimal performance and security
• Escalate unresolved issues to the appropriate IT teams, ensuring a seamless handover and continuity of support
• Accurately document support activities, solutions, and outcomes in the ticketing system to maintain a reliable knowledge base for future reference
• Maintain regular communication with users regarding the status of their support requests, providing updates and setting realistic expectations
• Adhere to standard operating procedures and best practices to uphold high standards in IT service delivery
• Assist in managing IT inventory and asset management records to ensure accuracy and accountability
• Contribute to the development of knowledge base articles and training materials, enhancing the self-service capabilities for end users
• Ensure effective communication and collaboration with all stakeholders, including IT teams, business units, and external partners

Benefits

• Comprehensive health insurance
• Retirement Plan
• Paid Time Off
• Tuition Reimbursement
• Visa Sponsorship