Information Technology Help Desk Analyst

Key Responsibilities:

• Provide Tier 1 support through walk-up, phone, chat, email, and ServiceNow
• Create, document, update, and escalate tickets to L2/L3 support teams
• Proactively communicate with users through ServiceNow, phone, email, and Microsoft Teams
• Perform remote troubleshooting using approved remote support tools
• Troubleshoot conference room and meeting room technology and coordinate with OEMs for break/fix issues
• Perform Level 1 troubleshooting and SOP-based resolution for end-user technologies
• Support Microsoft 365, SCCM, Intune, Windows OS, and desktop applications
• Contribute to knowledge creation, shift-left initiatives, and self-service enablement
• Follow established Help Desk/IT Operations policies, processes, and service standards.

Required Skills & Knowledge:

• Hands-on knowledge of Microsoft 365 end-user applications
• Experience with Microsoft Intune, SCCM, and Windows OS
• Strong desktop application troubleshooting skills
• Familiarity with ITIL/ITSM processes
• Strong technical aptitude and problem-solving skills
• Excellent customer service and professional communication skills
• Ability to troubleshoot issues effectively and escalate when beyond Tier 1 scope