IT Service Desk Analyst

About the Role

Guardian Hill's MX is seeking a reliable and customer-focused IT Service Desk Analyst to provide technical assistance to employees and users experiencing hardware, software, account, and connectivity issues. This role serves as an initial point of contact for IT support and is responsible for troubleshooting issues, documenting requests, and helping users maintain productive access to company technology. This position is well suited for candidates with help desk, desktop support, technical customer service, or entry-level IT experience.

Key Responsibilities

• Provide first-level technical support through phone, email, chat, and support tickets.
• Respond to user requests involving hardware, software, accounts, and connectivity.
• Troubleshoot common Windows, Microsoft 365, application, and peripheral issues.
• Assist users with password resets, account access, and basic permissions.
• Diagnose basic network, Wi-Fi, VPN, and connectivity problems.
• Create, update, prioritize, and close service desk tickets.
• Document troubleshooting steps and resolutions accurately.
• Escalate complex or unresolved issues to appropriate technical teams.
• Follow up with users regarding open support requests.
• Assist with computer, monitor, printer, and peripheral setup.
• Support software installations, updates, and basic configurations.
• Maintain and update internal knowledge-base articles and support documentation.
• Follow established IT service-management and security procedures.
• Monitor recurring issues and communicate trends to senior IT staff.
• Assist with user onboarding and technology setup for new employees.
• Provide clear guidance to users on basic technology and application usage.

Requirements & Tech Stack

• Windows operating systems
• Microsoft 365
• Wi-Fi
• VPN
• ServiceNow, Jira Service Management, Zendesk, or similar ticketing platforms (preferred)
• Active Directory or Microsoft Entra ID (basic knowledge preferred)
• VPN, Wi-Fi, TCP/IP, and basic network troubleshooting (familiarity preferred)
• ITIL or general IT service-management practices (understanding preferred)

Qualifications

• High school diploma or equivalent required.
• Associate or bachelor's degree in Information Technology, Computer Science, or a related field is a plus.
• Previous help desk, service desk, desktop support, or technical customer service experience preferred.
• Basic understanding of Windows operating systems, hardware, software, and networking.
• Strong troubleshooting and analytical skills.
• Excellent written and verbal communication abilities.
• Strong customer-service mindset and patience when assisting users.
• Good documentation and organizational skills.
• Ability to prioritize multiple support requests effectively.
• Comfortable learning new applications and technical tools.
• Ability to work independently and collaboratively.
• Must be legally authorized to work in the United States.
• CompTIA A+ or similar IT certification (preferred).
• Previous experience supporting remote employees (preferred).