IT Service Desk Analyst

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