Service Desk Analyst

Key ResponsibilitiesEnd User SupportProvide technical support for Microsoft 365 applications (Outlook, Word, Excel, Teams, OneDrive)Troubleshoot and resolve issues across Windows and macOS devicesSupport printers, scanners, and other peripheral hardwareDiagnose and support mobile devices, including iOS and AndroidEndpoint & Device ManagementManage devices using Microsoft Intune (enrollment, policy enforcement, application deployment)Handle user onboarding and offboarding (account provisioning, access updates, device setup)Assist with endpoint security, patching, and complianceSystems & Infrastructure SupportProvide basic administration and troubleshooting for Windows Server environmentsSupport Linux systems (RHEL preferred) with basic command-line troubleshootingAssist with virtual environments such as Proxmox and Scale Computing (preferred)Support Veeam backup and recovery operations, including job monitoring and basic restoresNetworking & HardwareTroubleshoot connectivity issues involving Cisco Meraki and Fortinet hardwareSupport wired/wireless networking, VPN access, and firewall-related issuesAssist senior engineers with infrastructure projects and upgradesDocumentation & ProcessCreate and maintain technical documentation and knowledge base articlesAccurately document incidents, service requests, and resolutionsFollow ITIL-aligned service desk best practicesRequired Qualifications2+ years of experience in Service Desk, Help Desk, or Desktop SupportStrong knowledge of Microsoft 365Experience supporting Windows and macOS environmentsHands-on experience with PC hardware, printers, scanners, and mobile devicesFamiliarity with Intune or similar endpoint management toolsBasic understanding of networking (TCP/IP, DNS, DHCP)Experience with user account management (Active Directory or similar)Strong customer service, communication, and troubleshooting skillsPreferred QualificationsExperience with Proxmox or Scale Computing environmentsExperience supporting Cisco Meraki and Fortinet networking equipmentFamiliarity with Veeam Backup & ReplicationExposure to Linux (RHEL) administrationExperience with Windows ServerRelevant IT certifications (CompTIA A+, Network+, Microsoft, or equivalent)Soft Skills & AttributesStrong problem-solving and analytical abilitiesExcellent verbal and written communicationAbility to prioritize and manage multiple tasks effectivelyEagerness to learn and grow within IT infrastructure and operationsTeam-oriented with a proactive mindset