Service Desk Analyst

Responsibilities

• Act as the initial point of contact for IT support via phone, email, chat, or ticketing system.
• Log, categorize, prioritize, and update tickets throughout their lifecycle, ensuring clear documentation of notes and resolutions.
• Diagnose and resolve hardware, software, and network issues for end users.
• Provide remote and on-site support for desktops, laptops, mobile devices, printers, and peripherals.
• Manage user accounts, permissions, and passwords in Microsoft Entra (Azure AD), Office 365, and other enterprise systems.
• Create and maintain knowledge base articles to document recurring issues and resolutions.
• Escalate complex or high-impact issues to Tier 2 or Tier 3 teams with complete diagnostic details.
• Assist with software installations, system updates, and preventive maintenance tasks.
• Support employee onboarding and offboarding, including equipment provisioning and account setup.
• Contribute to continuous improvement initiatives to enhance help desk efficiency and user satisfaction.
• Rotate on-call support with the Service Desk team (approximately one week per month).
• Maintain a primary work schedule of 9:00 AM to 6:00 PM EST.

Technical Skills

• Strong technical troubleshooting skills across hardware, software, and networking.
• Experience with Microsoft Entra (Azure AD), Office 365 administration.
• Familiarity with ticketing systems and ITIL-based processes.
• Excellent communication, time management, and organizational skills.
• Ability to manage multiple tickets simultaneously while maintaining accuracy and professionalism.

Preferred Skills

• Knowledge of IT security best practices.
• Experience creating technical documentation and knowledge base content.
• Customer-focused mindset with strong problem-solving abilities.

Our team is composed of experts in their fields who are passionate about delivering high-quality work and maintaining a positive work culture. We value innovation, teamwork, and personal growth. As an experienced Service Desk Analyst, you will have the opportunity to make a significant impact on our projects and contribute to the success of our organization. If you are ready to embrace exciting challenges and foster a culture of excellence, we encourage you to apply.

What do we offer:

• Work remotely from anywhere in the world, with a fully remote team, and enjoy a mutually agreed schedule that fits your needs. (Core US working hours) 
• Work primarily with US-based colleagues, providing you with the opportunity to collaborate with people from diverse backgrounds and skill sets.
• Use your skills and expertise to make a significant impact on the delivery of projects in our company
• Work in a supportive environment that values your contribution and provides you with the resources and training you need to grow in your career.
• Enjoy a 40-hour workweek that provides you with a healthy work-life balance, and the time to pursue your personal and professional goals outside of work.