Service Desk Analyst

Key Responsibilities

• Provide technical support by triaging, diagnosing, and resolving hardware, software, and end-user issues across a multi-platform environment
• Manage and resolve service desk tickets from intake through completion or escalation, including support via phone, email, ticketing system, and in-person
• Administer user accounts and access across platforms such as Active Directory, Office 365, Concur, Mitel, and other systems
• Track, manage, and maintain IT asset inventory, including documentation, labeling, lifecycle updates, and secure recordkeeping
• Coordinate procurement of IT hardware and software, including vendor relationships, quote acquisition, purchase approvals, and license tracking

Days and Shift Information

• Standard business hours with flexibility as needed
• Participation in an on-call rotation for after-hours support
• Travel may be required to support multiple locations

Work Environment

• Fast-paced, customer-focused IT support environment
• Requires managing multiple tasks and priorities simultaneously
• Frequent interaction with employees across various departments
• Combination of desk work and hands-on technical support
• May require travel to different company locations

Qualifications

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred
• Relevant certifications (e.g., ITIL) are a plus

Experience

• 3+ years of experience in IT support or related roles
• Experience with hardware, software, networking, and operating systems
• Familiarity with service desk tools, incident tracking systems, and remote support tools
• Experience with Active Directory and Office 365 administration preferred
• Experience managing IT assets and vendor relationships is a plus

Personality Traits

• Strong customer service orientation with a team-first mindset
• Excellent verbal and written communication skills
• Highly organized with the ability to manage multiple tasks effectively
• Strong analytical and problem-solving abilities
• Adaptable and flexible in a dynamic work environment
• Demonstrates accountability, initiative, and professionalism

Additional Information

Benefits/Perks

• $55k-$60k
• Accrue up to five days PTO in first year. Two-weeks vacation, plus one week PTO accrue on first anniversary.
• Medical, Dental, Vision, Life Insurance, Disability
• Other benefits include Doc-On-Demand, Tuition Reimbursement, Paid Volunteer Day, Employee Assistance Program

All your information will be kept confidential according to EEO guidelines.