Service Desk Support Analyst (Hybrid)

The work is expected to be done remotely with rare on-site meetings. On-site meetings will be planned in advance. We are seeking a full-time resource to work as the Service Desk Support Analyst. The selected resource will provide technical support for incidents and requests reported by users (approximately 5,000) including, but not limited to, password resets, account unlocks, troubleshooting Windows and macOS issues, VPN support, Microsoft 365 support, printer assistance, and incident triage. Services are anticipated to be conducted Monday through Friday from 6:30am to 5:00pm. At a high level, the resource will provide Service Desk Support for our direct Client. Description: Provide timely and consistent IT phone-based user support Maintain high-quality end-user experience Meet real-time service objectives (RSOs) Ensure proper documentation and escalation of incidents and requests Respond to incidents and service requests within defined RSOs Document troubleshooting steps and re...