Position Summary

Under general supervision, the Service Desk Analyst will be responsible for providing technical support, troubleshooting hardware and software issues, and ensuring the smooth operation of IT systems. You will work closely with end-users, resolving technical problems efficiently and maintaining IT infrastructure to optimize business operations.

Primary Functions

• Provides technical support in installing, configuring, and troubleshooting software, to include Microsoft, third-party, and proprietary applications, both for existing software, and new systems introduced into the environment. Support also includes client access to the corporate M365 environment and other business critical platforms.
• Supports receiving user assistance requests via phone and responding to incoming service tickets created via e-mail.
• Configure new laptop / desktop computer equipment for deployment.
• Diagnose and resolve technical problems with desktops, laptops, printers, and other peripherals.
• Support and maintain LAN, WAN, Wi-Fi, and VPN configurations.
• Ensure IT security protocols are followed, including antivirus updates, firewalls, and access controls.
• Manage user accounts, permissions, and backups for business continuity.
• Project implementation support, including application and deployment testing, deployment planning and support of software roll-outs, post implementation support, creation of end‐ user documentation, and assisting users with associated changes in technology.
• Provides technical support to staff working in remote locations requiring connectivity to the corporate offices via secure Internet access.
• Creates and maintains associated Technical Support procedures, to include the development of support documentation, monitoring/maintenance practices, and installation procedures applicable to the systems environment.

Knowledge and Skills

• Strong knowledge of computer hardware and software technology, including networking concepts. Ability to perform assembly and installation of computer systems.
• Advanced knowledge of current Microsoft Windows OS environments and related Office applications as well as M365 and Active Directory.
• Familiarity with networking protocols (TCP/IP, DNS, DHCP) and troubleshooting tools.
• Proven experience in IT support, helpdesk, or a similar role.
• Strong analytical and problem‐ solving skills. Strong attention to detail and ability to follow detailed, established procedures, policies and processes.
• Excellent written and verbal communication skills in English.
• Strong customer‐ service and interpersonal skills to interact with members across the organization.
• Ability to work as a member of a team and to handle multiple tasks and changing priorities. Ability to work independently and with minimal direction, demonstrating initiative.