Job Description

Job Title : Support Desk Analyst

Location : Remote

We are currently seeking candidates who meet the following qualifications.

Responsibilities:

• Provide first-level contact and support for users via phone, email, or chat.
• Diagnose and resolve hardware and software issues.
• Escalate unresolved issues to the appropriate internal teams.
• Track and manage support tickets using a ticketing system (e.g., ServiceNow, Zendesk).
• Maintain accurate documentation of issues and solutions.
• Assist in onboarding/offboarding processes (accounts, devices, permissions).
• Support desktop, laptop, mobile, and peripheral devices.
• Provide excellent customer service and follow up on user issues.

Qualifications:

• Associate's or Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience).
• Experience as an IT support/help desk role.
• Working knowledge of Windows and Mac operating systems.
• Experience in Microsoft Office 365, Active Directory, and remote support tools.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified).
• Experience with ticketing systems and knowledge base documentation.
• Exposure to networking concepts and cloud environments.
• Federal Experience is a plus.
• Required Security clearance.
  
  
  If you meet these qualifications, please submit your application via link provided in Linkedin.
  Kindly do not call the general line to submit your application.

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