Service Desk Analyst

About the role

Join Aprio's IT team as a Service Desk Analyst, providing first‑line technical support to internal users. You will be the initial point of contact for troubleshooting common issues and ensuring smooth daily operations.

Key responsibilities

• Provide first‑line assistance via phone, email or ticketing system for password resets, software installations, printer problems and basic network troubleshooting.
• Log, diagnose and resolve routine technical incidents, escalating complex cases to Level 2 support with full documentation.
• Support user onboarding and off‑boarding by preparing accounts, devices and managing access according to policy.
• Maintain and contribute to the knowledge base with documented solutions and FAQs.

Required profile

• High school diploma or equivalent; IT certifications (CompTIA IT Fundamentals, A+) are a plus.
• Strong communication skills with the ability to explain technical concepts to non‑technical users.
• Customer‑service orientation, patience and professionalism.
• Ability to work in a fast‑paced environment and adapt to new technologies.

Required skills

• Basic understanding of Windows and macOS operating systems.
• Familiarity with Microsoft 365 administration, Intune and Azure services.
• Knowledge of computer hardware, software installation and basic networking concepts.