Provide white-glove, End User Service Desk Support via phone, email, and chat.
Manage incidents and requests within the ServiceNow, Freshservice or Zendesk ticketing systems.
Perform and document daily ticket follow-ups with end users within respective ticketing system.
Resolve username and password problems.
Perform uninstall/reinstall of approved software applications to devices.
Provide Multifactor Authentication, Single Sign-On and VPN Support.
Perform software and application support.
Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.
Provides support for general how-to inquiries.

CompTIA A+ certification.
Experience supporting Microsoft 365, Windows 10, and Active Directory.
1+ year Mac OS experience.
Experience with the ServiceNow ticketing system.
Experience with Freshservice and/or Zendesk ticketing systems a plus.
Experience with remote access tools such as LogMeIn, TeamViewer, and Take Control.
2-3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment.
Knowledge of Active Directory, Azure, O365, MFA, SSO, networking, and server concepts.
College or technology school degree preferred.
Strong technical troubleshooting and customer service skills.
Strong verbal and written communication skills.

Service Desk Analyst

Key skills