Support Desk Analyst

Job Title: Support Desk Analyst Location: Remote We are currently seeking candidates who meet the following qualifications. Responsibilities: • Provide first-level contact and support for users via phone, email, or chat. • Diagnose and resolve hardware and software issues. • Escalate unresolved issues to the appropriate internal teams. • Track and manage support tickets using a ticketing system (e.g., ServiceNow, Zendesk). • Maintain accurate documentation of issues and solutions. • Assist in onboarding/offboarding processes (accounts, devices, permissions). • Support desktop, laptop, mobile, and peripheral devices. • Provide excellent customer service and follow up on user issues. Qualifications: • Associate's or Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience). • Experience as an IT support/help desk role. • Working knowledge of Windows and Mac operating systems. • Experience in Microsoft Office 365, Active Directory, and remote support tools. • Strong troubleshooting and problem-solving skills. • Excellent communication and interpersonal skills. • Ability to work independently and as part of a team. • IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified). • Experience with ticketing systems and knowledge base documentation. • Exposure to networking concepts and cloud environments. • Federal Experience is a plus. • Required Security clearance. If you meet these qualifications, please submit your application via link provided in Linkedin. Kindly do not call the general line to submit your application.