Desktop Support Technician – Service Desk Analyst

About the role

We are looking for a motivated, customer‑focused IT Support / Service Desk Analyst to join our fast‑paced enterprise technology team. This hybrid position offers hands‑on experience with Microsoft 365, Windows 11, VPN solutions and cybersecurity tools.

Key responsibilities

• Provide Tier 1 and Tier 2 technical support for end‑users in a high‑volume environment.
• Troubleshoot and resolve hardware, software, VPN and connectivity issues.
• Support Windows 11 desktops and Microsoft 365 applications (Outlook, Teams, OneDrive).
• Diagnose Palo Alto GlobalProtect VPN client connectivity problems.
• Respond to incidents and service requests using ServiceNow or similar ITSM platforms.
• Assist users with password management, MFA, account access and basic cybersecurity concerns.
• Document troubleshooting steps and resolutions accurately in the ticketing system.
• Escalate complex issues to appropriate support teams and follow SOPs.

Required profile

• 1–5 years of experience in IT support, help desk, desktop or service desk environments.
• Strong troubleshooting skills with Microsoft Windows 11.
• Experience supporting Microsoft 365 applications.
• Familiarity with networking fundamentals such as IP addressing and DNS.
• Basic understanding of cybersecurity concepts, including MFA and phishing awareness.
• Experience using ServiceNow or comparable ticket management systems.
• Excellent verbal and written communication and customer‑service skills.
• Ability to work collaboratively within a technical support team.

Required skills

• Microsoft Windows 11
• Microsoft 365 (Outlook, Teams, OneDrive)
• Palo Alto GlobalProtect VPN
• ServiceNow (or similar ITSM ticketing)
• IP addressing
• DNS
• Multi‑factor authentication (MFA)
• Phishing awareness
• ConnectWise Remote Support (preferred)
• CyberArk Workforce Password Management (preferred)
• Citrix VDI troubleshooting (preferred)

What we offer

• Experience supporting enterprise‑level IT infrastructure and end‑users.
• Work with modern technologies such as Microsoft 365, VPN platforms and cybersecurity tools.
• Hybrid work environment combining onsite and remote tasks.