Service Desk Analyst I

Description Brinks Home™ is a leader in the smart security industry, protecting over one million people across the U.S., Canada, and Puerto Rico. Our platinum-grade protection is backed by award-winning customer service and expertly trained professionals. We strive for the highest standards for our customers while fostering a positive work environment for our employees. We create a culture that fosters innovation, celebrates creativity, and encourages authenticity. Join us and be part of a collaborative team that is relentless in our pursuit of security for life. Position Overview: We are currently seeking a determined Service Desk Analyst I who embodies our core values: Service, Accountability, Customer Focus, Growth, and Integrity. The Service Desk Analyst I provides first-level technical support to end users and vendors, assisting with troubleshooting, ticket management, and daily IT operations within a domain-based, hybrid enterprise environment. Key Responsibilities: Provide Tier I support and basic troubleshooting for end users and vendors. Manage incoming tickets using platforms such as Jira. Perform remote support and troubleshooting for Windows devices and enterprise applications. Support soft phone and communication systems, including Avaya. Assist users with Microsoft 365, including Outlook/Exchange, OneDrive, Teams, and Office applications. Support Windows 11 devices, user logins, password resets, MFA issues, and basic account assistance. Document issues accurately and escalate more complex problems to Service Desk II or senior IT teams. Troubleshoot issues in domain-based and hybrid environments under guidance from senior team members. Maintain a strong customer service approach, providing clear communication and professional support in every interaction. Contribute to onboarding tasks such as basic setup, account verification, and equipment guidance. Follow IT procedures, security best practices, and company policies. Requirements: 1--2 years of IT support or service desk experience. Strong knowledge of Windows OS, Microsoft 365, and remote tools. Experience with Active Directory, Exchange, and MAStermind preferred. Experience with ticketing systems. Ability to troubleshoot common issues and escalate appropriately Strong customer service skills, communication, and professionalism Benefits: Brinks Home recognizes the value of benefits for you and your family, so we offer a comprehensive and competitive benefits program:Medical, Dental, Vision, 401(k) with Employer Match, Paid Time Off & Paid Holidays, HSA/FSA, Life & AD&D Insurance, Disability Coverage, Maternity/Parental Leave, Mental & Physical Health Benefits, Employee Resource Groups, Volunteer Hours, Discounted Equipment & Monitoring, Employee Referral Program, and Continuing Education To learn more about our company culture and career opportunities, please visit our LinkedIn and Career Page. Brinks Home provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. #equalopportunityemployer #veteranfriendly