IT Service Desk Analyst

• Provide responsive, first-level technical support for desktops, laptops, mobile devices, printers, and

• Manage and prioritize incoming support requests via Zendesk ticket queue, email, phone, and other

• Set up new user accounts and email addresses, configure Outlook desktop, and perform password

• Assist users with Multi-Factor Authentication (MFA) setup and troubleshooting.
• Perform onboarding and offboarding tasks, including equipment setup, software configuration, and

• Install and uninstall software applications as needed based on department requirements.
• Troubleshoot and resolve hardware, connectivity, Windows OS, VPN, VoIP, scanning/printing, and

• Utilize tools such as ScreenConnect for remote support and Tanium for asset management and

• Collaborate with other IT teams and escalate issues as appropriate, balancing urgency and impact to

• Ensure all support activity is well-documented in accordance with internal standards and service-level

• Contribute to technical documentation, knowledge bases, and SOPs to support continual service

• Stay informed of evolving technologies, particularly those related to Windows environments and

enterprise software tools.

• 2+ years of direct end-user support experience in a service desk or technical support role.
• Working knowledge of Microsoft Windows, Office 365, Active Directory, and common enterprise

• Experience configuring and troubleshooting Outlook desktop and MFA (e.g., Microsoft Authenticator).
• Familiarity with using and managing ticketing systems (preferably Zendesk).
• Experience with asset management platforms (Tanium preferred) and remote support tools

• Ability to communicate clearly, empathetically, and professionally with users of varying technical skill levels.
• Strong problem-solving skills and the ability to work independently or as part of a team.
• Familiarity with supporting both Windows and macOS systems is a plus.
• College degree in Information Technology, Computer Science, or a related field preferred