IT Help Desk Analyst

📋 Description

• Receive, log, triage, and resolve incidents and service requests submitted via Slack, Email, and
• Provide Level 1 and Level 2 support for operating systems (macOS Tahoe, Windows 11, Linux)
• Diagnose and resolve hardware faults on desktops, laptops, monitors, printers, and peripherals.
• Manage and update tickets throughout their lifecycle in ServiceNow, ensuring accurate documentation
• Escalate complex or unresolved issues to Level 3 support or specialist teams with full
• Meet or exceed defined SLA targets for response and resolution times.

🎯 Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent
• 3-5 years in an IT support or service desk role
• OS Proficiency: macOS Tahoe, Windows 11, and Linux — administration and troubleshooting across all
• Applications: Google Workspace, Microsoft 365, Active Directory / Azure AD, endpoint management
• Hardware: Hands-on experience with laptop/desktop builds, peripherals, and AV equipment
• ITSM Tools: Proficiency in ServiceNow (incident, request, and asset management) and Jira (task and

🎁 Benefits

• Competitive compensation and benefits programs
• Flexibility to meet changing needs
• Hybrid work model fostering in-person collaboration
• AI tools provided across all disciplines
• Reasonable accommodations for persons with disabilities