IT Service Desk Analyst

Job description

We are looking for a proactive, resourceful IT Service Desk Analyst who is eager to contribute across a wide range of technical support tasks. This role is not mortgage-industry specific and supports users from multiple departments including Loan Officers, LOAs, Corporate, and Compliance teams. The ideal candidate will have strong communication skills, a customer-service mindset, and solid hands-on experience with Microsoft systems, account setup, and endpoint support.

Key Responsibilities

- Provide responsive, first-level technical support for desktops, laptops, mobile devices, printers, and

software, both onsite and remotely.

- Manage and prioritize incoming support requests via Zendesk ticket queue, email, phone, and other

communication channels.

- Set up new user accounts and email addresses, configure Outlook desktop, and perform password

resets.

- Assist users with Multi-Factor Authentication (MFA) setup and troubleshooting.

- Perform onboarding and offboarding tasks, including equipment setup, software configuration, and

access provisioning or deprovisioning.

- Install and uninstall software applications as needed based on department requirements.

- Troubleshoot and resolve hardware, connectivity, Windows OS, VPN, VoIP, scanning/printing, and

browser-related issues.

- Utilize tools such as ScreenConnect for remote support and Tanium for asset management and

inventory tracking.

- Collaborate with other IT teams and escalate issues as appropriate, balancing urgency and impact to

minimize downtime.

- Ensure all support activity is well-documented in accordance with internal standards and service-level

agreements (SLAs).

- Contribute to technical documentation, knowledge bases, and SOPs to support continual service

improvement.

- Stay informed of evolving technologies, particularly those related to Windows environments and

enterprise software tools.

Skills, Knowledge, and Expertise

- 2+ years of direct end-user support experience in a service desk or technical support role.

- Working knowledge of Microsoft Windows, Office 365, Active Directory, and common enterprise

software tools.

- Experience configuring and troubleshooting Outlook desktop and MFA (e.g., Microsoft Authenticator).

- Familiarity with using and managing ticketing systems (preferably Zendesk).

- Experience with asset management platforms (Tanium preferred) and remote support tools

(ScreenConnect or similar).

- Ability to communicate clearly, empathetically, and professionally with users of varying technical skill levels.

- Strong problem-solving skills and the ability to work independently or as part of a team.

- Familiarity with supporting both Windows and macOS systems is a plus.

- College degree in Information Technology, Computer Science, or a related field preferred

Benefits

- Above market salary

- HMO on Day 1 for principal and two dependents

- Government-mandated benefits

- Performance-based Incentives

- Quarterly Company Events

- 1,000 PHP De Minimis

- Equipment and software provided

Originally posted on Himalayas