Service Desk Analyst

Global Crossing Airlines

. Receive, prioritize, document, diagnose, resolve, test, and escalate IT incidents and service requests in accordance with SLAs .

Posted 9/24/2026full-timeMiami • Florida • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT support, incident management, and cybersecurity fundamentals, with a strong focus on troubleshooting, documentation, and service improvement. Proficient in managing IT incidents and providing first-line support across various platforms and technologies.

Highest-signal resume keywords

ITIL CertificationMS Office 365 SupportCybersecurity FundamentalsRemote Support ToolsAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementTroubleshootingEndpoint SecurityApplication SupportNetwork Equipment KnowledgeOperating Systems ExperienceDiagnostic UtilitiesPhishing IdentificationService Desk MonitoringPreventative Maintenance

Soft Skills

Strong DocumentationAnalytical AbilitiesProblem-SolvingTeam CollaborationTask Prioritization

Tools & Technologies

ConnectWiseMicrosoft 365WindowsMacOSIOSDell LaptopsMobile Device ManagementAntivirus SoftwareMimecastRemote Support Tools

Certifications & Qualifications

ITIL Certification

Industry Keywords

IT SupportService Level AgreementsCybersecurity AlertsChange ManagementHelp DeskKnowledge BaseIncident RecordsHigh-Pressure EnvironmentBuilding Security ProceduresVisitor Registration

Tech Stack

Tools & technologies

Cyber SecurityiOSMacOS

About the role

Key responsibilities & impact

Receive, prioritize, document, diagnose, resolve, test, and escalate IT incidents and service requests in accordance with SLAs
Provide first-line IT support through phone, web portal, email, and chat
Provide remote and hands-on troubleshooting for hardware, software, peripherals, and end-user technology
Deploy, configure, and maintain approved software and applications
Monitor service desk activity and incident trends, identify recurring issues and risks, and recommend improvements
Maintain incident records, knowledge base content, help guides, and FAQs
Perform preventative maintenance and maintain endpoint security, including antivirus and security definition updates
Operate the weekday front desk, register visitors, verify appointments, coordinate access, and enforce building security procedures
Provide rotating weekend IT support for MCC, Charter, Airport Operations, and Headquarters teams
Monitor and triage cybersecurity alerts across Microsoft 365, Mimecast, endpoint protection, and related tools
Respond to reported phishing incidents, perform initial analysis, assist with remediation, and escalate suspicious activity
Communicate technology concerns and significant trends to management

Requirements

What you’ll need

College diploma or university degree in computer science or related field, or equivalent work experience
ITIL certification considered an asset
Knowledge of basic computer hardware, including Dell laptops, networking equipment, and mobile device management
Experience with desktop and server operating systems, including MS Office 365, Windows, macOS, and iOS
Extensive application support experience with MS Office 365 products
Working knowledge of diagnostic utilities, including ConnectWise and remote support tools
Familiarity with ITIL principles and change management
Familiarity with cybersecurity fundamentals, phishing identification, and alert triage
Fluent English language skills
Ability to research a wide range of computing issues
Strong documentation, analytical, and problem-solving abilities
Ability to prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented, collaborative environment
Strong awareness of cybersecurity risks and ability to follow established procedures
Ability to sit or stand for extended periods and lift and transport moderately heavy objects