<p>We are seeking a skilled Service Desk Analyst to support our workforce by providing technical support, managing tickets, and safeguarding our IT environment. The ideal candidate will have hands-on experience with network basics, end-user support, and general cybersecurity awareness.</p><ul><li>Serve as the first point of contact for employees needing technical support via phone, email, chat, or in person.</li><li>Troubleshoot and resolve issues with desktops/laptops, operating systems (Windows/Mac), VPNs, network connectivity, printers, and typical enterprise applications (e.g. Microsoft 365, collaboration tools).</li><li>Manage user account setup/termination, access permissions, and password resets (e.g. Active Directory, identity management).</li><li>Log and track issues in ticketing systems (e.g. Service Desk tools, help-desk software), prioritize and escalate complex problems to higher-level IT or network/cybersecurity teams.</li><li>Perform basic network diagnostics and assist in network-related issues (connectivity, VPN, remote access).</li><li>Maintain hardware inventory, assist with device provisioning, and ensure compliance with company security and support policies.</li><li>Provide excellent customer service to end-users and ensure timely resolution of support tickets.</li><li>Help document support procedures, maintain a knowledge base, and contribute to continuous improvement of support processes.</li></ul>

<ul><li>1–5+ years experience in IT support, help desk, or service desk roles (some networking / cybersecurity exposure preferred)</li><li>Familiarity with Windows/Mac OS, Office 365 (or similar), VPN, basic networking concepts (TCP/IP, DHCP, DNS).</li><li>Experience with user account management, password resets, access controls (e.g. Active Directory).</li><li>Strong trouble-shooting skills, ability to work under pressure, and excellent communication/customer service skills.</li><li>Comfortable working with ticketing systems and documenting issue resolution.</li><li>Basic understanding of security best practices (password policies, access control, device security) is a plus.</li></ul>

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