Service Desk Analyst

• Deliver prompt, thorough technical support to end-users in person and remotely via FreshService, email, Microsoft Teams, and other tools
• Manage user accounts, permissions, and objects across Microsoft 365, Active Directory, and other technology systems
• Troubleshoot hardware, software, and identity access management issues; resolve or escalate problems while proactively managing the ticket lifecycle
• Deploy, troubleshoot, and maintain Windows 11 laptops and iPhones/iPads for end-users
• Facilitate technology needs for new employee onboardings, role transfers, and departures
• Manage hardware and software inventory
• Set up, operate, maintain, and troubleshoot A/V equipment, including Surface Hubs and Microsoft Teams Room Systems
• Maintain accurate and up-to-date documentation of technology systems, procedures, and configurations
• Assist with general IT administration functions and special projects as assigned
• Participate in a weekly on-call rotation for 24/7 support

• 3+ years of experience in a corporate Service Desk or related IT service role, with experience supporting executive users and complex environments
• Undergraduate degree preferred
• Expertise in Windows 11, Microsoft 365, and Active Directory Users & Computers, identity management (Okta preferred)
• Operational knowledge of iOS for iPhone and iPad
• Strong troubleshooting skills across hardware, software, and A/V systems (Surface Hub and Microsoft Teams Room System preferred)
• Familiarity with Power Platform (Power Automate, Power Apps) and automation tools is a plus
• Excellent verbal, written, and interpersonal communication skills
• Highly detail-oriented with a commitment to data quality, integrity, and accuracy
• Ability to handle information with discretion and confidentiality
• Ethical, with sound judgment and creative problem-solving skills
• Strong time management and organizational skills with the ability to prioritize, multi-task, and meet deadlines
• Ability to develop and maintain relationships and collaborate effectively within the team and across the organization
• Passion for understanding business goals, finding solutions, and improving processes

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.