IT Service Desk Analyst

divh2IT Service Desk Analyst/h2pWe 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 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./ph3Key Responsibilities/h3ulliProvide responsive, first-level technical support for desktops, laptops, mobile devices, printers, and software, both onsite and remotely./liliManage and prioritize incoming support requests via Zendesk ticket queue, email, phone, and other communication channels./liliSet up new user accounts and email addresses, configure Outlook desktop, and perform password resets./liliAssist users with Multi-Factor Authentication (MFA) setup and troubleshooting./liliPerform onboarding and offboarding tasks, including equipment setup, software configuration, and access provisioning or deprovisioning./liliInstall and uninstall software applications as needed based on department requirements./liliTroubleshoot and resolve hardware, connectivity, Windows OS, VPN, VoIP, scanning/printing, and browser-related issues./liliUtilize tools such as ScreenConnect for remote support and Tanium for asset management and inventory tracking./liliCollaborate with other IT teams and escalate issues as appropriate, balancing urgency and impact to minimize downtime./liliEnsure all support activity is well-documented in accordance with internal standards and service-level agreements (SLAs)./liliContribute to technical documentation, knowledge bases, and SOPs to support continual service improvement./liliStay informed of evolving technologies, particularly those related to Windows environments and enterprise software tools./li/ulh3Skills, Knowledge, and Expertise/h3ulli2+ years of direct end-user support experience in a service desk or technical support role./liliWorking knowledge of Microsoft Windows, Office 365, Active Directory, and common enterprise software tools./liliExperience configuring and troubleshooting Outlook desktop and MFA (e.g., Microsoft Authenticator)./liliFamiliarity with using and managing ticketing systems (preferably Zendesk)./liliExperience with asset management platforms (Tanium preferred) and remote support tools (ScreenConnect or similar)./liliAbility to communicate clearly, empathetically, and professionally with users of varying technical skill levels./liliStrong problem-solving skills and the ability to work independently or as part of a team./liliFamiliarity with supporting both Windows and macOS systems is a plus./liliCollege degree in Information Technology, Computer Science, or a related field preferred/li/ulh3Benefits/h3ulliAbove market salary/liliHMO on Day 1 for principal and two dependents/liliGovernment-mandated benefits/liliPerformance-based Incentives/liliQuarterly Company Events/lili1,000 PHP De Minimis/liliEquipment and software provided/li/ulh3About NightOwl Consulting/h3pNightOwl Consulting was born from the desire for more! As prior clients of a BPO, we found ourselves struggling with support, understanding of our business industry, and the treatment of our global family from this, NightOwl Consulting was born. Our mission is to connect companies with world-class talent with the overall vision to build a global family that aspires to reach its highest potential./p/div