Note: The job is a remote job and is open to candidates in USA. Provisions Group is seeking a customer-focused IT Service Desk Analyst to provide first-level technical support for hardware, software, and connectivity issues. The role involves troubleshooting technical problems, documenting incidents, and delivering timely resolutions while maintaining a high level of customer service in a collaborative 24/7 Service Desk environment.
Responsibilities
- Provide technical support through phone, email, and other supported communication channels
- Diagnose, troubleshoot, and resolve hardware, software, application, and connectivity issues
- Document, prioritize, and manage incidents and service requests using ServiceNow while maintaining accurate records
- Guide users through troubleshooting steps and provide clear, effective technical solutions
- Escalate unresolved issues to appropriate support teams while ensuring timely follow-up and communication
- Participate in firmwide technology projects, software testing, and documentation efforts
- Build positive working relationships with employees, leadership, and IT teams across the organization
- Deliver exceptional customer service in a fast-paced, team-oriented support environment
- Contribute to knowledge sharing and process improvements that enhance Service Desk operations
Skills
- 3+ years of experience in an IT Service Desk or technical support environment, with a strong focus on application support
- Associate degree, technical certification, or equivalent combination of education and experience
- Experience supporting Windows 10 and Windows 11
- Experience supporting Microsoft Office 2016 and Microsoft 365
- Experience supporting Adobe Acrobat Pro
- Experience supporting Microsoft Edge and related web browsers
- Experience troubleshooting remote access technologies, including VPN, Citrix, or web-based remote access solutions
- Experience supporting multi-factor authentication (MFA), SMS enrollment, and mobile devices running iOS and Android
- Strong troubleshooting, analytical, and problem-solving skills
- Excellent verbal and written communication skills
- Ability to manage multiple priorities while maintaining attention to detail in a fast-paced environment
- CompTIA A+ and/or Network+ certification
- Experience supporting iManage document management systems
- Experience with Aderant Expert
- Experience working in legal, professional services, or enterprise IT environments
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