TechnicalAnalyst

## Accountabilities In this role, you will support and maintain end-user and desktop environments while ensuring efficient resolution of technical incidents and service requests across a distributed IT ecosystem. Review, analyze, and resolve service desk tickets, including Level 2 and Level 3 escalations, ensuring timely and accurate resolution of technical issues. Provide dedicated support to VIP and executive users, handling incidents, requests, and escalations with a high level of professionalism and responsiveness. Monitor, track, and follow up on incidents through to closure, ensuring service quality and adherence to SLAs. Support desktop infrastructure including Windows, macOS, Microsoft Office, Active Directory, Azure/Entra ID, Intune, and SCCM/MECM environments. Conduct testing and validation of system updates, imaging changes, and application deployments to ensure quality and stability. Contribute to documentation, knowledge base updates, reporting, and continuous improvement of technical processes and standards. Analyze trends in incidents and system performance to identify root causes and recommend long-term improvements. Requirements The ideal candidate brings strong technical troubleshooting skills combined with excellent communication and the ability to support high-profile users in a fast-paced environment. Post-secondary education in IT or equivalent combination of education and hands-on technical experience. Experience supporting enterprise desktop environments and resolving complex technical issues. Strong knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, Azure AD/Entra ID, Intune, and endpoint management tools. Familiarity with SCCM/MECM or similar software deployment and systems management platforms. Experience providing end-user support in a corporate or government-like environment, ideally including executive/VIP support. Excellent communication skills, with the ability to translate technical concepts into clear, user-friendly