The IT Service Desk Analyst is accountable for providing positive experiences through reliable technical assistance and proactive problem solving to foster collaborative, secure, efficient operations as measured by service desk incidents and customer satisfaction surveys. Essential Functions Responding to service desk inquiries and providing technical support to end users Incident management: logging, categorizing and prioritizing incidents and requests while maintaining timely and accurate records Proactive support / identify training opportunities during support sessions Troubleshooting hardware, software, and network issues Escalating complex technical issues to the appropriate IT teams Documenting support requests and resolutions in the ticketing system Contributing to the improvement of IT processes and procedures Required Education and Experience Minimum 3-5 years proven experience in a help desk or technical support role Strong knowledge of IT systems, network infrastructure, and troubleshooting techniques Excellent communication skills and ability to interact professionally with diverse groups Experience with remote support tools Ability to work in a fast-paced environment and prioritize tasks effectively Silver Ventures, Inc. continuously transforms San Antonio through repeatedly reinventing shared experiences of food and learning to ensure the continued celebration of life and the well-being of our children.