IT Service Desk Analyst

Department: IT

Employment Type: Full Time

Location: Remote, Back Office, Remote

Key Responsibilities

• Provide responsive, first-level technical support for desktops, laptops, mobile devices, printers, and
  software, both onsite and remotely.
• Manage and prioritize incoming support requests via Zendesk ticket queue, email, phone, and other
  communication channels.
• Set up new user accounts and email addresses, configure Outlook desktop, and perform password
  resets.
• Assist users with Multi-Factor Authentication (MFA) setup and troubleshooting.
• Perform onboarding and offboarding tasks, including equipment setup, software configuration, and
  access provisioning or deprovisioning.
• Install and uninstall software applications as needed based on department requirements.
• Troubleshoot and resolve hardware, connectivity, Windows OS, VPN, VoIP, scanning/printing, and
  browser-related issues.
• Utilize tools such as ScreenConnect for remote support and Tanium for asset management and
  inventory tracking.
• Collaborate with other IT teams and escalate issues as appropriate, balancing urgency and impact to
  minimize downtime.
• Ensure all support activity is well-documented in accordance with internal standards and service-level
  agreements (SLAs).
• Contribute to technical documentation, knowledge bases, and SOPs to support continual service
  improvement.
• Stay informed of evolving technologies, particularly those related to Windows environments and
  enterprise software tools.
  
  

Skills, Knowledge, and Expertise

• 2+ years of direct end-user support experience in a service desk or technical support role.
• Working knowledge of Microsoft Windows, Office 365, Active Directory, and common enterprise
  software tools.
• Experience configuring and troubleshooting Outlook desktop and MFA (e.g., Microsoft Authenticator).
• Familiarity with using and managing ticketing systems (preferably Zendesk).
• Experience with asset management platforms (Tanium preferred) and remote support tools
  (ScreenConnect or similar).
•  Ability to communicate clearly, empathetically, and professionally with users of varying technical skill levels. 
• Strong problem-solving skills and the ability to work independently or as part of a team. 
• Familiarity with supporting both Windows and macOS systems is a plus. 
• College degree in Information Technology, Computer Science, or a related field preferred 

Benefits

• Above market salary
• HMO on Day 1 for principal and two dependents
• Government-mandated benefits
• Performance-based Incentives
• Quarterly Company Events
• 1,000 PHP De Minimis
• Equipment and software provided