IT Support Desk

Job Description

The IT Service Desk Support Analyst provides frontline support for incidents and service requests, managing a high volume of tickets while maintaining strong user satisfaction. They apply incident, problem, and service management best practices to resolve issues efficiently and prevent recurring problems. The role includes supporting and improving IT processes such as onboarding, offboarding, and change management across the organization. The analyst works independently with business stakeholders, communicating clearly and professionally while delivering reliable technical support.

They also collaborate with the IT support team to continuously improve service desk operations and contribute to the team’s long-term growth and maturity.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 3–5 years of experience in an IT support or service desk environment.
• Strong knowledge of incident management and problem management practices.
• Experience working with IT service management tools, including:
• Solid understanding of Microsoft-based environments.

• Service Now
• Office 365
• Team Viewer (or similar remote support tools)
• JIRA (experience or willingness to learn, as the tool is being introduced to the service desk team)

• Exceptional interpersonal and communication skills, with a strong focus on customer service. Highly personable and comfortable speaking with users and stakeholders at all levels.
• Strong sense of ownership and ability to work independently.
• Curious, passionate, and eager to learn, with a genuine interest in service desk and IT support work.
• Interest in long-term growth within the IT support function, including aspirations toward a team lead role.
• Values soft skills and service mindset as much as technical capability.