IT Support Desk Analyst

Job description

Summary The IT Support Desk Analyst serves as the first point of contact for internal employees seeking technical assistance. This role is responsible for receiving, prioritizing, and resolving service requests and incident tickets submitted via phone, email, chat, or ticketing systems. The Analyst provides timely and effective support for hardware, software, network, and system-related issues in a fast-paced, service-oriented environment. This position plays a critical role in maintaining business continuity by ensuring employees have reliable access to the technology and systems needed to perform their jobs. The role also offers opportunities for professional growth within the organization. Essential Functions: - Serve as the primary point of contact for all IT support requests, including phone, email, chat, and ticketing system submissions. - Log, track, prioritize, and manage service tickets in accordance with established service level agreements (SLAs). - Diagnose and troubleshoot hardware, software, network, and system issues in a Microsoft-based environment. - Provide remote and in-person technical support for desktops, laptops, mobile devices, printers, and peripherals. - S...