Service Desk Analyst I

Job Summary

Working remotely in a full-time capacity, the Service Desk Analyst I will serve as the first point of contact for end users, providing technical support for software, hardware, and network issues while ensuring timely communication and detailed documentation of incidents.

Key responsibilities

• Respond to technical assistance requests via phone or electronic means, documenting findings clearly for internal and external communication
• Proactively monitor customer environments for faults and performance issues, escalating higher-level problems as necessary
• Perform scheduled maintenance and troubleshooting for network and server-related incidents, ensuring adherence to service level agreements

Required qualifications

• 2+ years of experience in help desk or network support
• Proficiency in Windows 10, Windows 11, Microsoft Office Suite, Active Directory, and familiarity with Cisco network devices and Windows servers
• Knowledge of VMWare or Citrix technologies
• Experience with ITIL processes related to incident and problem management
• Ability to effectively communicate with clients and staff at various technical levels