Service Tech Analyst

The Service Tech Analyst serves as the first point of contact for all IT-related incidents and service requests. This role ensures timely resolution of technical issues, accurate documentation, and exceptional customer service to maintain operational efficiency across the organization.ResponsibilitiesAct as the initial point of contact for IT support via phone, email, chat, or ticketing system.Log, categorize, prioritize, and update tickets throughout their lifecycle, ensuring clear documentation of notes and resolutions.Diagnose and resolve hardware, software, and network issues for end users.Provide remote and on-site support for desktops, laptops, mobile devices, printers, and peripherals.Manage user accounts, permissions, and passwords in Microsoft Entra (Azure AD), Office 365, and other enterprise systems.Create and maintain knowledge base articles to document recurring issues and resolutions.Escalate complex or high-impact issues to Tier 2 or Tier 3 teams with complete diagnostic details.Assist with software installations, system updates, and preventive maintenance tasks.Support employee onboarding and offboarding, including equipment provisioning and account setup.Contribute to continuous improvement initiatives to enhance help desk efficiency and user satisfaction.Rotate on-call support with the Service Desk team (approximately one week per month).Maintain a primary work schedule of 9:00 AM to 6:00 PM EST.Technical SkillsStrong technical troubleshooting skills across hardware, software, and networking.Experience with Microsoft Entra (Azure AD), Office 365 administration.Familiarity with ticketing systems and ITIL-based processes.Excellent communication, time management, and organizational skills.Ability to manage multiple tickets simultaneously while maintaining accuracy and professionalism.Preferred SkillsKnowledge of IT security best practices.Experience creating technical documentation and knowledge base content.Customer-focused mindset with strong problem-solving abilities.Our team is composed of experts in their fields who are passionate about delivering high-quality work and maintaining a positive work culture. We value innovation, teamwork, and personal growth. As an experienced Service Desk Analyst, you will have the opportunity to make a significant impact on our projects and contribute to the success of our organization. If you are ready to embrace exciting challenges and foster a culture of excellence, we encourage you to apply.What do we offer:Work remotely from anywhere in the world, with a fully remote team, and enjoy a mutually agreed schedule that fits your needs. (Core US working hours) Work primarily with US-based colleagues, providing you with the opportunity to collaborate with people from diverse backgrounds and skill sets.Use your skills and expertise to make a significant impact on the delivery of projects in our companyWork in a supportive environment that values your contribution and provides you with the resources and training you need to grow in your career.Enjoy a 40-hour workweek that provides you with a healthy work-life balance, and the time to pursue your personal and professional goals outside of work.