Provide white-glove, End User Service Desk Support via phone, email, and chat.
Manage incidents and requests within the ServiceNow ticketing system.
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 remote access tools such as LogMeIn, TeamViewer, and Take Control.
Experience Remotely troubleshooting windows hardware and software break/fix issues.
2-3 years of progressive experience in a Technical Support role with and MSP or call center IT support environment.
Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, WiFi, etc.)
Knowledge of Active Directory, Azure, O365, MFA, SSO, Okta, networking and server concepts.
College or technology school degree preferred.
Ability to multi-task and experience working in a fast-paced environment.
Strong technical troubleshooting and customer service skills.
Strong verbal and written communication skills.

Service Desk Analyst

Key skills