Note: The job is a remote job and is open to candidates in USA. Bernardus is seeking a reliable and customer-focused IT Service Desk Analyst to provide first-level technical assistance to employees and users. The role involves troubleshooting hardware, software, account, and connectivity issues, documenting and managing service desk requests, escalating complex problems, and assisting with user onboarding and technology setup.
Responsibilities
- Provide first-level technical support through phone, email, chat, and support tickets
- Respond to user requests involving hardware, software, accounts, and connectivity
- Troubleshoot common Windows, Microsoft 365, application, and peripheral issues
- Assist users with password resets, account access, and basic permissions
- Diagnose basic network, Wi-Fi, VPN, and connectivity problems
- Create, update, prioritize, and close service desk tickets
- Document troubleshooting steps and resolutions accurately
- Escalate complex or unresolved issues to appropriate technical teams
- Follow up with users regarding open support requests
- Assist with computer, monitor, printer, and peripheral setup
- Support software installations, updates, and basic configurations
- Maintain and update internal knowledge-base articles and support documentation
- Follow established IT service-management and security procedures
- Monitor recurring issues and communicate trends to senior IT staff
- Assist with user onboarding and technology setup for new employees
- Provide clear guidance to users on basic technology and application usage
Skills
- • High school diploma or equivalent required
- • Basic understanding of Windows operating systems, hardware, software, and networking
- • Strong troubleshooting and analytical skills
- • Excellent written and verbal communication abilities
- • Strong customer-service mindset and patience when assisting users
- • Good documentation and organizational skills
- • Ability to prioritize multiple support requests effectively
- • Comfortable learning new applications and technical tools
- • Ability to work independently and collaboratively
- • Must be legally authorized to work in the United States
- • Associate or bachelor's degree in Information Technology, Computer Science, or a related field is a plus
- • Previous help desk, service desk, desktop support, or technical customer service experience preferred
- • CompTIA A+ or similar IT certification
- • Familiarity with Microsoft 365 and Windows environments
- • Experience with ServiceNow, Jira Service Management, Zendesk, or similar ticketing platforms
- • Basic knowledge of Active Directory or Microsoft Entra ID
- • Familiarity with VPN, Wi-Fi, TCP/IP, and basic network troubleshooting
- • Understanding of ITIL or general IT service-management practices
- • Previous experience supporting remote employees
Company Overview