IT Service Desk Analyst

Key details

• 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
• Company mission
• Information not specified