Service Desk Analyst
Hybrid · St. Louis, Missouri, United States
Job Summary
Service Desk Analyst serving as the first point of contact for IT support across the United States. Responsibilities include fielding requests via phone, text, email, chat, and in-person, evaluating, prioritizing, resolving, and documenting incidents in the ITSM system, acting as a liaison to higher tiers and third-party support, identifying trends in support requests, and proactively investigating new issues. The role involves hardware-related tasks (PCs, tablets, printers, peripherals), basic user administration (adding/removing users, password resets), and collaborating with the team to maintain and improve IT services.
Required Qualifications
- Two years of technical support experience or related degree/certification.
- Basic knowledge of networking, malware identification and removal, phishing identification, Active Directory, M365 administration, Windows 11, and Office365 suite (Teams, OneDrive and SharePoint).
- Solid communication skills (oral and written).
- A high degree of confidentiality.
- Ability to work independently and be trustworthy and efficient.
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