Analyst, Enterprise Service Desk

📋 Description

• Provide first-contact, white-glove technical support to clients.
• Triage, troubleshoot, and escalate as needed with ownership of tickets.
• Communicate status and next steps clearly to clients and teams.
• Document troubleshooting steps and resolutions in the ticketing system.
• Maintain KPI/SLA goals and adapt to changing workloads.

🎯 Requirements

• 3+ years IT support or service desk experience preferred.
• Strong customer service, communication, and documentation skills.
• Experience with Microsoft 365, Active Directory, MFA, VPN, and endpoints.
• Familiarity with DNS, DHCP, TCP/IP, remote access concepts.
• Exposure to Citrix, VMware, backup, VoIP, monitoring tools.
• Associate degree in tech field or equivalent experience.

🎁 Benefits

• Competitive compensation and robust benefits package.
• Career advancement opportunities and ongoing tech education.
• Positive, supportive office environment with team-building events.