Service Desk Analyst I

About the role

Make a difference, be happy, and grow your career as an IT Service Desk Analyst. You will provide Level 1 support by answering calls, chats, and e‑mails from end users, resolving basic IT issues, and documenting incidents for hand‑off to application support teams.

Key responsibilities

• Serve as the first point of contact for end‑users seeking IT assistance.
• Support Windows 10, Microsoft Office, network and VPN connectivity, Citrix, and Mobile Device Management.
• Perform remote troubleshooting using diagnostic tools and remote‑control software.
• Document requests and incidents accurately in the ticketing system.
• Escalate high‑priority issues and hand off unresolved tickets to higher‑level IT personnel.
• Adhere to policies such as HIPAA and client notification expectations.

Required profile

• Excellent written and verbal communication skills.
• At least 1 year of IT Service Desk or IT Support experience.
• General knowledge of network connectivity, VPN, O365, Active Directory, and Mobile Device Management.
• ITIL training or experience is desired; industry certifications (CompTIA A+, Microsoft, HDI) are preferred.
• Proficiency in English; Spanish is a plus.
• Ability to work nights and weekends as needed and to work both independently and within a team.

Required skills

• Windows 10
• Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Network and VPN connectivity
• Citrix
• Mobile Device Management
• Office 365
• Active Directory
• Remote troubleshooting and ticketing systems