Service Desk Analyst

Job Description:

We are seeking a skilled Service Desk Analyst to join our team in Seattle, CA. The ideal candidate will have over 6+ years of experience in service desk operations, providing technical support and solutions to end-users in a corporate environment.

Responsibilities:

• Provide first and second-line technical support to internal users, resolving incidents and service requests promptly and effectively.
• Diagnose and troubleshoot hardware and software issues, including desktops, laptops, mobile devices, printers, and peripherals.
• Manage user accounts, permissions, and access rights in Active Directory and other systems.
• Utilize ticketing systems to log, track, and document support requests and resolutions.
• Ensure all incidents and service requests are resolved within agreed service level agreements (SLAs).
• Collaborate with other IT teams and external vendors to escalate and resolve complex issues.
• Contribute to the development and maintenance of knowledge base articles and documentation.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• Minimum 6 years of experience in a service desk or technical support role.
• Strong knowledge of Microsoft Windows operating systems and Office 365 applications.
• Experience with remote desktop support tools and troubleshooting methodologies.
• Excellent communication and customer service skills.
• Ability to work independently and prioritize tasks in a fast-paced environment.