Service Desk Analyst
Actively Reviewing the ApplicationsGotham Technology Group
Job Description
Job Title: Tier 1 IT Service Desk Analyst
Location: 100% Remote
Schedule: Coverage between 7:00 AM – 7:00 PM CT
Engagement: Contract (Month-to-Month, anticipated 6+ months)
Overview
Our client is seeking multiple Tier 1 IT Service Desk Analysts to provide remote technical support for a large enterprise environment. This role will focus on troubleshooting end-user technical issues, supporting identity and access management, and resolving application, network, and hardware incidents. The ideal candidate has strong customer service skills, solid technical troubleshooting abilities, and experience working within an enterprise service desk environment.
Key Responsibilities
Technical Troubleshooting & Support
• Troubleshoot identity and access issues beyond basic password resets, including unlocking accounts, managing security group membership, and resolving multi-factor authentication (MFA) sync issues.
• Manage and support user accounts within Active Directory and Azure Active Directory environments.
• Perform first-level network troubleshooting by diagnosing LAN/WAN connectivity issues and isolating potential faults related to ISP connectivity, local hardware, or VPN configuration.
• Provide support for enterprise applications, including Microsoft 365 applications such as Teams, Outlook, and OneDrive.
• Troubleshoot Virtual Desktop Infrastructure (VDI) issues, including connection failures, latency, and session interruptions.
• Provide support for desktops, laptops, and peripherals such as printers, docking stations, monitors, and USB devices.
• Perform initial hardware triage to determine whether issues can be resolved through configuration, drivers, or require hardware replacement.
Operations & Service Management
• Manage the full lifecycle of service tickets within the organization’s ticketing system, documenting issues, troubleshooting steps, error messages, and resolution details.
• Escalate complex or unresolved issues to higher-level support teams following established procedures.
• Strive to achieve first-call resolution whenever possible using troubleshooting expertise and internal knowledge resources.
• Contribute to the internal knowledge base by documenting solutions and creating knowledge articles to reduce recurring incidents.
• Adhere to defined service level agreements (SLAs) and ensure timely response and resolution of incidents.
• Maintain consistent communication and follow-up with users throughout the ticket lifecycle.
Qualifications
• 1–2 years of experience in an IT service desk, help desk, or technical support role.
• Experience supporting Windows desktop environments and enterprise software applications.
• Familiarity with Microsoft 365 applications including Teams, Outlook, and OneDrive.
• Experience supporting or troubleshooting Active Directory or Azure Active Directory environments.
• Basic experience troubleshooting network connectivity issues in an enterprise environment.
• Experience supporting Virtual Desktop Infrastructure (VDI) environments is preferred.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer service, communication, and documentation skills.
Preferred Qualifications
• HDI Support Center Analyst (SCA) or Customer Service Representative (CSR) certification.
• CompTIA A+ or Network+ certification.
• Basic understanding of Microsoft Exchange environments.
Required Skills
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