IT Service Desk Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver responsive first-level technical assistance for desktops, laptops, mobile devices, printers, and software, both on-site and remotely.

• Oversee and prioritize incoming support inquiries via the Zendesk ticket queue, email, phone, and various other communication channels.

• Create new user accounts and email addresses, configure Outlook desktop, and carry out password resets.

• Assist users with the setup and troubleshooting of Multi-Factor Authentication (MFA).

• Execute onboarding and offboarding duties, including equipment setup, software configuration, and access provisioning or deprovisioning.

• Install and uninstall software applications as required by departmental needs.

• Diagnose and resolve issues related to hardware, connectivity, Windows OS, VPN, VoIP, scanning/printing, and browser functionality.

• Utilize tools like ScreenConnect for remote support and Tanium for asset management and inventory tracking.

• Collaborate with other IT teams and escalate issues as necessary, balancing urgency and impact to reduce downtime.

• Ensure comprehensive documentation of all support activities in alignment with internal standards and service-level agreements (SLAs).

• Contribute to the development of technical documentation, knowledge bases, and standard operating procedures (SOPs) to foster continuous service improvement.

• Stay updated on emerging technologies, particularly those related to Windows environments and enterprise software tools.

⛳️ Requirements

• A minimum of 2 years of hands-on end-user support experience in a service desk or technical support position.

• Proficient understanding of Microsoft Windows, Office 365, Active Directory, and common enterprise software tools.

• Experience in configuring and troubleshooting Outlook desktop and Multi-Factor Authentication (e.g., Microsoft Authenticator).

• Familiarity with using and managing ticketing systems, preferably Zendesk.

• Experience with asset management platforms (Tanium preferred) and remote support tools (such as ScreenConnect or similar).

• Strong communication skills, demonstrating clarity, empathy, and professionalism with users of diverse technical abilities.

• Excellent problem-solving capabilities and the ability to work independently or collaboratively within a team.

• Knowledge of supporting both Windows and macOS systems is an advantage.

• A college degree in Information Technology, Computer Science, or a related field is preferred.

🏝️ Benefits

• Competitive salary above market rates.

• HMO coverage starting on Day 1 for the principal and two dependents.

• Government-mandated benefits.

• Performance-based incentives.

• Quarterly company events.

• 1,000 PHP De Minimis.

• Equipment and software provided.