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Service Desk Analyst
Location
United States
Posted
92 days ago
Salary
0
Seniority
Senior
Job Description
Service Desk Analyst
1Path
• Serve as a primary point of contact for client technical issues via phone, email, chat, and ticketing system • Troubleshoot and resolve common end-user issues related to desktops, laptops, mobile devices, printers, and approved software • Perform basic user account administration, including password resets, group membership changes, and license assignments in on-premises and cloud environments • Support installation, configuration, and basic troubleshooting of client applications, VPN clients, and virtual desktop solutions • Accurately document troubleshooting steps, resolutions, and client communications within the ticketing and documentation systems • Identify, document, and escalate issues that exceed defined scope following established procedures • Execute documented scripts, workflows, and standard operating procedures • Provide end users with guidance aligned to security best practices and internal documentation • Collaborate with peers and other technical teams to ensure timely resolution and smooth handoffs when escalation is required
Job Requirements
- Experience providing end-user technical support in a professional environment
- Basic troubleshooting of Windows and macOS operating systems
- Familiarity with user account management in Active Directory and cloud identity platforms
- Basic understanding of TCP/IP networking and wired/wireless connectivity
- Ability to support common business applications, VPN clients, and virtual desktop environments
- Awareness of security fundamentals such as MFA, password hygiene, endpoint protection, and email security
- Strong customer service orientation with the ability to remain professional under pressure
- Clear verbal and written communication skills, including the ability to explain technical concepts to non-technical users
- Attention to detail in documentation and ticket notes
- Ability to follow defined processes while managing multiple tasks in a fast-paced environment
- Willingness to learn, accept feedback, and develop technical skills over time
- Industry-recognized entry-level IT certifications (e.g., CompTIA A+)
- Experience working in a ticket-based support or service desk environment
- Transferable experience from customer-facing technical, retail IT, help desk, or internal IT roles will be considered.
Benefits
- Health insurance
- 401(k) program
- Paid time off
- Floating holidays
- Paid holidays
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