Provide responsive, first-level technical support for desktops, laptops, mobile devices, printers, and software, both onsite and remotely.
Manage and prioritize incoming support requests via Zendesk ticket queue, email, phone, and other communication channels.
Set up new user accounts and email addresses, configure Outlook desktop, and perform password resets.
Assist users with Multi-Factor Authentication (MFA) setup and troubleshooting.
Perform onboarding and offboarding tasks, including equipment setup, software configuration, and access provisioning or deprovisioning.
Install and uninstall software applications as needed based on department requirements.
Troubleshoot and resolve hardware, connectivity, Windows OS, VPN, VoIP, scanning/printing, and browser-related issues.
Utilize tools such as ScreenConnect for remote support and Tanium for asset management and inventory tracking.
Collaborate with other IT teams and escalate issues as appropriate, balancing urgency and impact to minimize downtime.
Ensure all support activity is well-documented in accordance with internal standards and service-level agreements (SLAs).
Contribute to technical documentation, knowledge bases, and SOPs to support continual service improvement.
Stay informed of evolving technologies, particularly those related to Windows environments and enterprise software tools.

2+ years of direct end-user support experience in a service desk or technical support role.
Working knowledge of Microsoft Windows, Office 365, Active Directory, and common enterprise software tools.
Experience configuring and troubleshooting Outlook desktop and MFA (e.g., Microsoft Authenticator).
Familiarity with using and managing ticketing systems (preferably Zendesk).
Experience with asset management platforms (Tanium preferred) and remote support tools (ScreenConnect or similar).
Ability to communicate clearly, empathetically, and professionally with users of varying technical skill levels.
Strong problem-solving skills and the ability to work independently or as part of a team.
Familiarity with supporting both Windows and macOS systems is a plus.
College degree in Information Technology, Computer Science, or a related field preferred

IT Service Desk Analyst

Key skills