Help Desk Analyst
Core
First point of contact for IT incidents and service requests, providing remote and hands-on support for hardware, software, mobile devices, and network connectivity.
Role type
Help Desk Analyst (Level 1)
Builds
IT service delivery and user support within a ServiceNow-driven environment
Domain
Enterprise IT Support
Required skills
Windows OS support, Microsoft 365 administration, mobile device management, identity and access management, ServiceNow ticketing, VPN troubleshooting, hardware support
Preferred skills
Enterprise technology support experience, CompTIA A+/Network+/Security+ certifications, Microsoft certifications, ITIL Foundations
Technologies
Windows 10/11, Microsoft 365, Microsoft Entra ID, ServiceNow, iOS/Android, Microsoft Intune, Citrix, VPN
Responsibilities
Diagnose and resolve incidents for workstations, laptops, and mobile devices; manage user onboarding, access provisioning, and password resets; document and track incidents in ServiceNow; support hardware and peripheral troubleshooting; participate in after-hours on-call rotation
Seniority
Entry to Mid-level, hands-on IC