Analyst, Enterprise Service Desk

About the role

The Enterprise Service Desk Analyst serves as the first point of contact for all IT‑related support requests, delivering a world‑class client experience. The role involves triaging, resolving, or escalating tickets while adhering to documented processes and service level agreements.

Key responsibilities

• Answer incoming support requests via phone, email, and ticketing system, maintaining presence in phone queues throughout the workday.
• Troubleshoot and resolve desktop, software, network, and hardware issues for end‑users.
• Install, configure, and maintain computers, mobile devices, printers, and peripheral equipment.
• Follow escalation procedures, set correct ticket priorities, and hand off complex issues to higher‑tier support.
• Document all interactions, solutions, and ticket details accurately in the ticketing system.
• Collaborate with vendors to resolve software and hardware problems.
• Perform OS and application installations, patching, updates, and basic virus removal.
• Monitor backup processes, assist with data restoration, and educate users on cybersecurity best practices.
• Handle password resets, account provisioning, and access control tasks.
• Participate in on‑call rotation for after‑hours support as needed.

Required profile

• Associate’s degree in a technology‑related field.
• 2‑5 years of experience supporting Microsoft environments.
• 0‑2 years of experience in a Managed Service Provider (MSP) setting (preferred).
• Network+ and Security+ certifications are a plus.

Required skills

• Microsoft Windows operating systems and Microsoft Office Suite.
• VMWare, Citrix, VPN, and Terminal Services.
• Backup technologies and cloud applications.
• Fundamental networking concepts: DNS, DHCP, firewall configuration.
• Remote troubleshooting tools and remote desktop applications.
• Network+ and Security+ certification knowledge.