ServiceDesk Analyst

Summary

iSuite L.L.C. is a business support services organization formed in 2023, providing a range of services to clients in the Architecture, Engineering, and Construction industry. They are seeking a ServiceDesk Analyst to serve as the first point of contact for end users seeking technical assistance, focusing on delivering high-quality customer service and effective resolution of technical issues.

Responsibilities

• Respond to incoming support requests via phone, email, ticketing system, and chat
• Diagnose and resolve Tier 1 and Tier 2 hardware, software, and network issues
• Accurately document all interactions, troubleshooting steps, and resolutions in the ticketing system
• Escalate unresolved or complex issues to the ServiceDesk Lead or appropriate teams in a timely manner
• Assist with user account management in Active Directory, Microsoft 365, and other business applications
• Support onboarding and offboarding tasks, including account provisioning, hardware setup, and access reviews
• Image, deploy, and maintain workstations, peripherals, and mobile devices
• Follow established procedures to ensure SLA compliance and a high level of customer satisfaction
• Contribute to the knowledge base by creating and updating articles based on recurring issues
• Identify trends in support requests and recommend improvements to processes or end-user training

Skills

• Associate's degree in IT or related field, or equivalent hands-on experience
• 1+ year in a help desk, service desk, or technical support role
• Working knowledge of Windows, Microsoft 365, Active Directory, and common business applications
• Experience with ITSM platforms (Halo PSA, ConnectWise, ServiceNow)
• Basic networking troubleshooting (DNS, DHCP, VPN, Wi-Fi)
• Strong customer service orientation, clear written and verbal communication, attention to detail, ability to manage multiple priorities, and a willingness to learn
• Certification: A+, Network+, AZ-900, or ITIL Foundation are a plus

Qualifications

Must Haves

• Associate's degree in IT or related field, or equivalent hands-on experience
• 1+ year in a help desk, service desk, or technical support role
• Working knowledge of Windows, Microsoft 365, Active Directory, and common business applications
• Experience with ITSM platforms (Halo PSA, ConnectWise, ServiceNow)
• Basic networking troubleshooting (DNS, DHCP, VPN, Wi-Fi)
• Strong customer service orientation, clear written and verbal communication, attention to detail, ability to manage multiple priorities, and a willingness to learn

Nice to Haves

• Certification: A+, Network+, AZ-900, or ITIL Foundation are a plus

Benefits

• Employee Stock Ownership Program
• Discretionary Annual Bonus'
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401k with Discretionary Company Contributions
• Paid Time Off (Vacation; Sick Time)
• Paid Company Holidays
• Paid Parental Leave
• Tuition Reimbursement Program
• Employee Assistance Program
• Gym Reimbursements