IT Support Desk Analyst

Summary

The IT Support Desk Analyst serves as the first point of contact for internal employees seeking technical assistance. This role is responsible for receiving, prioritizing, and resolving service requests and incident tickets submitted via phone, email, chat, or ticketing systems.

The Analyst provides timely and effective support for hardware, software, network, and system-related issues in a fast-paced, service-oriented environment. This position plays a critical role in maintaining business continuity by ensuring employees have reliable access to the technology and systems needed to perform their jobs. The role also offers opportunities for professional growth within the organization. 

Essential Functions

• Serve as the primary point of contact for all IT support requests, including phone, email, chat, and ticketing system submissions.
• Log, track, prioritize, and manage service tickets in accordance with established service level agreements (SLAs).
• Diagnose and troubleshoot hardware, software, network, and system issues in a Microsoft-based environment.
• Provide remote and in-person technical support for desktops, laptops, mobile devices, printers, and peripherals.
• Support and troubleshoot proprietary and third-party business applications.
• Escalate complex or unresolved issues to appropriate internal teams while maintaining ownership of the ticket through resolution.
• Install, configure, and maintain computer systems, software applications, and user accounts.
• Assist with onboarding and offboarding processes, including equipment setup, access provisioning and system deactivation.
• Document issues, resolutions and processes to contribute to internal knowledge base and improve service efficiency.
• Maintain inventory of IT equipment and assist with procurement, setup and deployment of hardware.
• Participate in system upgrades, technology rollouts and IT-related projects.
• Educate users on basic system functionality and promote best practices for technology use and security.
• Ensure compliance with company policies, data security standards and regulatory requirements.

Qualifications and Skills

• Bachelor’s degree in Information Technology or relevant field or equivalent related work experience required.
• Minimum 1–2 years of experience in IT support, help desk, or a related technical role.
• Experience supporting Microsoft-based environments, including Windows OS and Microsoft 365 ( Outlook, Teams, OneDrive) and familiarity with Active Directory preferred.
• Working knowledge of PC hardware, operating systems, and basic networking concepts.
• Experience with ticketing systems (ServiceNow, Jira, Zendesk, etc.) and VPN tools.
• Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve technical issues in a timely and structured manner.   
• Excellent verbal and written communication skills with a customer-service mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• Team-oriented with the ability to collaborate effectively across departments.
• Self-motivated with a willingness to learn new technologies.
• Must successfully pass a comprehensive background check per client requirements.

Work Environment

This job operates in a hybrid setting, splitting time between a professional office environment and a remote home office set up. In both scenarios, this role routinely uses standard office equipment, including electronic keyboard, mouse, and telephone.

• Office Call Center: When in the office, the environment is a professional office setting that includes a call center environment. This includes working alongside other team members in a structured setting, which may involve background noise and the necessity for cooperative and coordinated team interactions.
• Remote Home Office: When working remotely, the employee is expected to maintain a dedicated and quiet workspace free from distractions, mirroring the professional standards of the call center environment. Employees must ensure a reliable internet connection and the capability to securely access company systems.

Both environments require the ability to maintain high productivity, professionalism, and consistent communication standards. The company may provide specific guidelines on the home office setup to ensure compliance with security and performance requirements.

Physical Demands

The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of this role. This position is primarily office based and extensively involves telecommunications.

• Voice Clarity and Communication: Regular use of a clear, articulate, and professional speaking voice essential for effective business and stakeholder communication. This role requires continuous verbal interactions, making the ability to speak clearly and intelligibly a fundamental job requirement.
• Prolonged Sedentary Work: Employees will typically spend extended periods seated, engaging in telephone conversations and computer work. Comfort with prolonged sitting and screen use is necessary.
• Repetitive Hand and Wrist Motions: Frequent use of hands and wrists for typing and navigating computer systems is required.
• Occasional Lifting: Employees might need to lift and handle office supplies up to 20 pounds occasionally.

These requirements are considered essential for the performance of this job’s duties. In cases of medical limitations affecting these abilities, the necessity of performing these essential functions will be a consideration in evaluating reasonable accommodations and determining the appropriateness of medical certification for return to work. 

Position Type/Expected Hours of Work

This is a full-time position; extended work hours and/or overtime may be required as dictated and/or approved by management and business needs.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.