Service Desk Analyst

Job Summary

Providing white-glove support, the full-time remote Service Desk Analyst will manage incidents and requests through ticketing systems while resolving user issues related to software, hardware, and authentication.

Key responsibilities

• Deliver End User Service Desk Support via phone, email, and chat
• Manage incidents and requests within ServiceNow, Freshservice, or Zendesk ticketing systems
• Provide remote hardware support for various devices and troubleshoot software issues

Required qualifications

• CompTIA A+ certification
• Experience supporting Microsoft 365, Windows 10, and Active Directory
• 1+ year of Mac OS experience
• 2-3 years of experience in a Technical Support role within an MSP or call center environment
• Technical proficiency with common hardware, software, and technologies including VPN and WiFi