Service Desk Analyst I

We are seeking a highly motivated and customer-focused Service Desk Analyst to join our dynamic IT team. As a primary point of contact for our end-users, you will play a crucial role in ensuring the smooth operation of our IT infrastructure. This position involves providing exceptional first-level technical support, troubleshooting a diverse range of hardware, software, and network issues, and contributing to a positive user experience. If you are a proactive problem-solver with a passion for technology and helping others, we encourage you to apply.

Responsibilities

• Provide timely and effective technical support to end-users via phone, email, and remote tools.
• Diagnose and resolve a wide range of IT issues, including:
  • Hardware troubleshooting (PCs, laptops, printers, etc.)
  • Software installations and configurations
  • Network connectivity issues
  • User account management
  • Troubleshooting Microsoft Office applications
• Log and track incident tickets in our ticketing system.
• Maintain and update the knowledge base to improve troubleshooting efficiency.
• Escalate complex issues to higher-level support teams when necessary.
• Adhere to service level agreements (SLAs) and meet performance metrics.
• Actively participate in team meetings, training sessions, and process improvement initiatives to enhance service delivery and personal technical skills.
• Any additional tasks assigned by leadership

Competencies

• Focus on providing exceptional customer service
• Great communication skills
• Strong technical aptitude
• Problem solving & critical thinking
• Knowledge of Windows 10 and 11 Operating Systems
• Familiarity with Remote Desktop tools

Required Qualifications

• 1-2 years of related work experience, AA degree, or technical training preferred or equivalent combination of education and experience
• Previous Service Desk or Call Center experience
• A+ Certified - Preferred

Personality Traits

• Self-starter
• Motivated
• Task oriented
• Team player
• Ability to think out of the box
• Phone Etiquette
• Executive Presence