IT Service Desk Analyst

MB EPRO EXPERTS

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.

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.

Preferred Qualifications

• CompTIA A+ or similar IT certification.
• Familiarity with Microsoft 365 and Windows environments.
• Experience with ServiceNow, Jira Service Management, Zendesk, or similar ticketing platforms.
• Basic knowledge of Active Directory or Microsoft Entra ID.
• Familiarity with VPN, Wi-Fi, TCP/IP, and basic network troubleshooting.
• Understanding of ITIL or general IT service-management practices.
• Previous experience supporting remote employees.