- Company Name
- Vena Solutions
- Job Title
- Service Desk Analyst
- Job Description
-
Job Title: Service Desk Analyst
Role Summary: Support internal IT operations, resolving escalated user incidents, managing hardware/software assets, administering LAN/WAN services, and maintaining security controls while ensuring compliance with SLAs.
Expectations: 2+ years in fast‑paced IT support, customer‑oriented communication, multitasking in a 24/7 environment, and continuous improvement of technology processes.
Key Responsibilities: • Create, manage, and secure end‑user and service accounts according to policy.
• Install, configure, and maintain desktops, laptops, printers, voice, data, audio, and video equipment; troubleshoot and resolve ticket issues.
• Coordinate with hardware and software vendors for delivery, installation, and maintenance of equipment.
• Maintain inventory of software and hardware, manage licensing compliance.
• Administer LAN/WAN network services, troubleshoot performance and connectivity issues.
• Implement LAN/WAN security measures, antivirus, and spam controls.
• Analyze system hardware/software problems, design technical solutions and upgrades.
• Recommend standardization of hardware/software and explain solutions to senior management.
• Keep abreast of emerging technologies, propose improvements, and share insights.
Required Skills: • Strong knowledge of Windows and Linux operating systems.
• Hands‑on experience installing and troubleshooting hardware and software.
• Networking fundamentals (TCP/IP, LAN/WAN).
• Experience with Cloud Web services (Office 365, G‑Suite, AWS).
• Proficiency with Active Directory, Okta, restricted user accounts, and software deployment tools.
• Excellent communication, time‑management, and organizational skills.
• Ability to work independently and collaboratively in a high‑volume, 24/7 environment.
Required Education & Certifications: • Bachelor’s degree in Information Technology, Computer Science or related field, or equivalent work experience.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate are advantageous.