IT Service Desk Analyst

Summary

OVA.Work is seeking an IT Service Desk Analyst to provide technical support to end users and ensure timely resolution of hardware, software, network, and access-related issues. The role focuses on troubleshooting incidents, managing service requests, maintaining IT documentation, supporting onboarding and offboarding, and delivering a high-quality user support experience.

Responsibilities

• Provide first-line technical support through phone, email, chat, and ticketing systems
• Log, categorize, prioritize, and track incidents and service requests
• Troubleshoot hardware, software, operating system, application, and network issues
• Diagnose and resolve problems related to desktops, laptops, printers, mobile devices, and peripherals
• Support user accounts, password resets, access requests, and permissions
• Assist with Active Directory, Microsoft 365, VPN, and email-related issues
• Install, configure, and maintain desktops, laptops, applications, and peripheral devices
• Escalate complex or unresolved incidents to appropriate technical teams
• Monitor tickets and ensure incidents are resolved within defined SLAs
• Follow IT service-management processes and organizational support procedures
• Maintain accurate records of incidents, resolutions, assets, and user requests
• Create and update knowledge-base articles, troubleshooting guides, and FAQs
• Assist with onboarding and offboarding employees, including account and equipment provisioning
• Support software deployments, updates, patches, and endpoint-security requirements
• Communicate clearly with users regarding incident status and resolution
• Identify recurring issues and recommend improvements to reduce support incidents

Skills

• Strong troubleshooting and problem-solving skills
• Good knowledge of Windows operating systems, Microsoft 365, Active Directory, and basic networking
• Understanding of TCP/IP, DNS, DHCP, VPNs, Wi-Fi, and common connectivity issues
• Experience with IT service-desk or ticketing tools such as ServiceNow, Jira Service Management, Freshservice, or similar
• Familiarity with desktop hardware, printers, peripherals, and common business applications
• Understanding of ITIL concepts and incident/service-request management
• Strong customer-service and communication skills
• Ability to prioritize multiple tickets and work effectively under SLA requirements
• Good documentation and knowledge-sharing skills
• Experience with Microsoft Intune or endpoint-management solutions
• Basic PowerShell or scripting knowledge
• Familiarity with remote-support tools
• Basic understanding of cybersecurity and endpoint protection
• Experience supporting hybrid or remote users
• Knowledge of asset-management and software-deployment processes
• CompTIA A+
• CompTIA Network+
• ITIL Foundation
• Microsoft 365 Certified certifications
• HDI Support Center Analyst

Qualifications

Must Haves

• Strong troubleshooting and problem-solving skills
• Good knowledge of Windows operating systems, Microsoft 365, Active Directory, and basic networking
• Understanding of TCP/IP, DNS, DHCP, VPNs, Wi-Fi, and common connectivity issues
• Experience with IT service-desk or ticketing tools such as ServiceNow, Jira Service Management, Freshservice, or similar
• Familiarity with desktop hardware, printers, peripherals, and common business applications
• Understanding of ITIL concepts and incident/service-request management
• Strong customer-service and communication skills
• Ability to prioritize multiple tickets and work effectively under SLA requirements
• Good documentation and knowledge-sharing skills

Nice to Haves

• Experience with Microsoft Intune or endpoint-management solutions
• Basic PowerShell or scripting knowledge
• Familiarity with remote-support tools
• Basic understanding of cybersecurity and endpoint protection
• Experience supporting hybrid or remote users
• Knowledge of asset-management and software-deployment processes
• CompTIA A+
• CompTIA Network+
• ITIL Foundation
• Microsoft 365 Certified certifications
• HDI Support Center Analyst

Benefits

• Full-time employment
• Remote and onsite work model