We are seeking a skilled and customer-focused Service Desk Analyst to provide advanced technical support in a fast-paced enterprise environment. This role is responsible for supporting end-user technology, troubleshooting complex hardware and software issues, managing device deployments, and delivering an exceptional support experience. The ideal candidate brings strong Windows expertise, solid troubleshooting skills, and a proactive approach to problem-solving.

Key Responsibilities

• Provide Tier II technical support for desktops, laptops, software, hardware, network connectivity, and end-user service requests.
• Install, configure, upgrade, and maintain end-user devices, operating systems, applications, and peripherals.
• Document incidents, resolutions, and support activities within the organization's ticketing system.
• Troubleshoot and resolve Windows operating system issues, including performance, hardware, driver, and system-related problems.
• Support Microsoft 365 services and basic identity administration functions.
• Assist with mobile device management (MDM), including device enrollment, configuration, and support.
• Provide support for conference room technology, audiovisual equipment, and collaboration tools.
• Monitor system alerts, manage work queues, and assist with backup and recovery activities.
• Collaborate with infrastructure, security, and application teams to identify root causes and implement solutions.
• Contribute to technical documentation, knowledge base articles, and process improvements.
• Support IT projects, technology rollouts, asset management, and equipment procurement initiatives.
• Participate in occasional after-hours or weekend support as needed.

Required Qualifications

• 4+ years of experience in a Help Desk, Desktop Support, Service Desk, or IT Support role.
• Strong experience supporting Windows environments, including advanced troubleshooting and performance optimization.
• Experience supporting desktop and laptop hardware, operating systems, and business applications.
• Working knowledge of Microsoft 365 and user account administration.
• Familiarity with IT service management and ticketing platforms.
• Understanding of networking fundamentals, including Wi-Fi, VPN, LAN, and firewall concepts.
• Strong customer service, communication, and problem-solving skills.
• Ability to prioritize multiple tasks and work effectively in a team-oriented environment.
• Experience leveraging AI-powered productivity tools to improve efficiency and troubleshooting workflows.

Preferred Qualifications

• Experience supporting macOS environments.
• Familiarity with Microsoft Intune or other mobile device management (MDM) platforms.
• Experience with Azure Active Directory / Microsoft Entra ID.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Industry certifications such as CompTIA A+ or similar