Service Desk Support Analyst

Position Summary

We are seeking a Service Desk Support Analyst to provide Tier 1 and Tier 2 IT support across our organization. This role is responsible for triaging and resolving user issues within defined SLAs. The ideal candidate is self-motivated, detail-oriented, and thrives in a fast-paced, hybrid cloud environment.

Key Responsibilities

·         Provide technical support to on-site and remote end-users, traveling to remote offices when required.

·         Monitor and manage incoming support tickets using the SolarWinds Service Desk ticketing system.

·         Support and manage endpoints including desktops, laptops, tablets, mobile devices (iOS/Android), and peripherals using Microsoft Configuration Manager and Microsoft Intune/Endpoint Manager.

·         Maintain accurate IT asset records in asset management systems and coordinate equipment lifecycle including e-waste compliant disposal.

·         Administer user accounts, groups, permissions, and licensing in Azure Active Directory and Microsoft 365 (Exchange Online, SharePoint, Teams).

·         Troubleshoot and support common networking issues (Wi-Fi, VPN, DNS, TCP/IP).

·         Promote best practices around cybersecurity, MFA, phishing prevention, and data protection