About the position:

Serve as the first point of contact for IT support within the organization, handling Tier 1 and Tier 2 support requests related to software, hardware, and networking.

As a Service Desk Analyst, you will be responsible for:

• Incident Management: Respond to IT helpdesk tickets and messages, diagnosing issues through troubleshooting techniques and providing timely resolutions.
• System Maintenance: Perform regular system checks and updates to ensure technology infrastructure operates smoothly.
• User Management: Deliver and maintain compliance with all onboarding and offboarding policies and procedures. Assist in setting up, configuring, and supporting internal and external software applications. Manage user accounts and access controls as needed.
• Hardware Support: Oversee the installation, maintenance, and repair of IT hardware, such as computers and mobile devices.
• Documentation: Maintain detailed and accurate documentation of all IT fixes, updates, changes, and FAQ lists for end-user guidance.
• Training: Provide training and support to new and existing staff on using IT equipment and software.
• Project Assistance: Participate in IT projects, including software upgrades and the rollout of new hardware or services across the company.
• Vendor Coordination: Coordinate with external vendors to resolve technical issues with products or services.
• Security: Implement and monitor compliance with company IT security policies and procedures.

What you’ll need:

• Bachelor’s degree in Information Technology, Computer Science, or equivalent industry experience
• Proven experience in an IT support role, with hands-on experience providing Tier 1 and Tier 2 support.
• Strong understanding of computer systems, mobile devices,focusing on macOS,linux,iOS and android.
• Familiarity with Google Workspace, Google Admin Management, and Google Cloud Platform.
• Familiarity with remote desktop applications and help desk software (e.g., Jira Service Management)

Nice to haves:

• Certifications such as CompTIA A+ or any other relevant certifications.