Service Desk Analyst I

We are seeking a highly motivated and customer-focused Service Desk Analyst to join our dynamic IT team. As a primary point of contact for our end-users, you will play a crucial role in ensuring the smooth operation of our IT infrastructure. This position involves providing exceptional first-level technical support, troubleshooting a diverse range of hardware, software, and network issues, and contributing to a positive user experience. If you are a proactive problem-solver with a passion for technology and helping others, we encourage you to apply. Responsibilities Provide timely and effective technical support to end-users via phone, email, and remote tools. Diagnose and resolve a wide range of IT issues, including: Hardware troubleshooting (PCs, laptops, printers, etc.) Software installations and configurations Network connectivity issues User account management Troubleshooting Microsoft Office applications Log and track incident tickets in our ticketing system. Maintain and update the knowledge base to improve troubleshooting efficiency. Escalate complex issues to higher-level support teams when necessary. Adhere to service level agreements (SLAs) and meet performance metrics. Actively participate in team meetings, training sessions, and process improvement initiatives to enhance service delivery and personal technical skills. Any additional tasks assigned by leadership Competencies Focus on providing exceptional customer service Great communication skills Strong technical aptitude Problem solving & critical thinking Knowledge of Windows 10 and 11 Operating Systems Familiarity with Remote Desktop tools Required Qualifications 1-2 years of related work experience, AA degree, or technical training preferred or equivalent combination of education and experience Previous Service Desk or Call Center experience A+ Certified - Preferred Personality Traits Self-starter Motivated Task oriented Team player Ability to think out of the box Phone Etiquette Executive Presence