Customer Support Analyst (IT Help Desk)

About the role

The Customer Support Analyst provides first‑line technical assistance to employees, diagnosing and resolving IT issues across a range of devices and applications. This hybrid position supports the organization’s mission by ensuring smooth technology operations for staff worldwide.

Key responsibilities

• Act as the primary point of contact for Level 1 and Level 2 IT help‑desk requests.
• Troubleshoot hardware, software, and mobile platform issues on Windows 11, macOS, Android, and iOS devices.
• Document solutions, create knowledge articles, and continuously improve support processes.
• Collaborate with other IT teams to fulfill requests or escalate complex problems.
• Evaluate and recommend hardware/software upgrades and prepare purchase proposals.

Required profile

• Bachelor’s degree in Computer Science, IT, Engineering or related field.
• Minimum 5 years of experience in a busy help‑desk environment.
• ITIL v4 certification (required).
• Strong analytical, troubleshooting, and written communication skills in English.
• Ability to work under pressure and meet service‑level agreements.

Required skills

• Windows 11
• macOS
• Android and iOS mobile platforms
• Microsoft Office (Word, Excel, PowerPoint)
• Zoom and Microsoft Teams
• SharePoint Online
• MS Stream
• Power Platform
• ITIL v4

What we offer

• Hybrid work arrangement (3 days onsite, day shift).
• Opportunity to contribute to a mission‑driven organization serving vulnerable children.