IT Service Desk Analyst

This role will provide remote technical support to the staff of all APM subsidiaries across the United States. The Service Desk Analyst will be the first point of contact to troubleshoot and resolve issues related to software, hardware, and network connectivity. The analyst will also maintain records of user inquiries and resolutions using a ticketing system.

• Answer incoming IT support related calls from the staff and aim to resolve these tickets over the phone or Teams.
• Manage and resolve user tickets received via email.
• Troubleshoot system installations, perform upgrades and maintenance procedures via Azure.
• Create FAQ materials and training manuals for end-users.
• Collaborate with other IT teams and work groups on projects and initiatives as needed.
• Escalate unresolved issues to the appropriate level of IT support team and work with them to ensure that tickets are resolved in a timely manner.
• Provide recommendations for new software / hardware.
• Collaborate on process improvement ideas and be the end‑user voice.
• Assist the IT team with testing software, hardware, and applications.
• Other projects as assigned.

• An associate degree in an information technology related field or equivalent experience.
• 3‑5 years of experience in a helpdesk, desktop, or network related role.
• Experience in providing technical support to customers remotely.
• Ability to diagnose and troubleshoot technical problems remotely.
• Excellent communication and interpersonal skills.
• Attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Ability to prioritize and manage multiple tasks.
• Excellent customer service skills.
• Experience with Azure and other Microsoft products preferred.
• Certifications in Azure, PC hardware and network preferred.

Starting Salary Range: $49,000-$56,000/annually

All your information will be kept confidential according to EEO guidelines.

All qualified applicants will receive consideration for employment without regard to race, color, gender, age, pregnancy, sexual orientation, gender identity, ancestry, religion, national origin, veteran status, physical or mental disability, or reprisal or any other characteristic protected under state, federal, or local law.