IT Service Desk Analyst - Technical Support

- Provide high-quality Service Desk and deskside support for all organizational users - Act as the primary resolution point for issues related to desktops, laptops, tablets, mobile devices, printers, wireless networks, and A/V systems - Deliver white-glove support for executives and VIP users - Manage incidents and service requests throughout their lifecycle in ServiceNow, ensuring adherence to established SLAs - Conduct advanced diagnostics, resolve complex issues, and collaborate with both internal IT teams and external vendors as required - Escalate incidents to appropriate resolver groups when necessary - Provision and maintain user accounts and security groups within Active Directory - Support the configuration, deployment, and lifecycle management of workstations and mobile devices - Push, install, and validate OS patches and third-party software updates; assist with regression testing during OS upgrades - Provide technical assistance for conference rooms and large-scale, multi-location meetings - Configure and troubleshoot video conferencing systems and A/V hardware - Conduct technical orientation for new hires and offer training on supported tools and technologies - Fulfill equipment requests and maintain accurate documentation of assets - Assist with office relocations and equipment moves - Participate in shift rotations to ensure 24x7 support coverage when necessary - Perform occasional light travel as required