IT Service Desk Analyst

Location: Remote (Will need to cater to PST)
Type: Contract w/ potential for extension
Compensation: $29/hr
About
We're looking for a customer-focused IT Service Desk Analyst to provide first- and second-level technical support to internal employees in a fast-paced enterprise environment. You'll troubleshoot a wide range of hardware, software, connectivity, and access issues while supporting users through phone, chat, and Slack. If you enjoy solving technical problems, communicating with customers, and taking ownership of issues from start to finish, we'd love to hear from you.
What You'll Do
Provide first- and second-level technical support to internal employees
Troubleshoot Windows, Office 365, VPN, hardware, software, and connectivity issues
Support users through phone, chat, and Slack
Document incidents and resolutions using ServiceNow
Manage user accounts and security groups within Active Directory
Deploy software and updates using endpoint management tools
Install and maintain hardware, software, and peripherals
Support security and encryption-related issues
Create and improve knowledge base documentation
Identify root causes and communicate technical solutions clearly
Take ownership of support requests through resolution
Collaborate with teammates to resolve aging or complex incidents
What We're Looking For
Previous Service Desk or Desktop Support experience
Experience supporting Microsoft Windows in a corporate environment
Office 365 administration and troubleshooting experience
Active Directory user administration experience
ServiceNow experience
Experience supporting VPN connectivity
Strong troubleshooting and diagnostic skills
Excellent written and verbal communication
Ability to work in a fast-paced support environment
Strong customer service mindset

Work arrangement
Yes