IT Service Desk Analyst

The IT Service Desk Analyst provides first-line remote support to end users experiencing issues with computer hardware, software applications, mobile devices, and network connectivity. This role focuses on resolving Level 1 support requests, documenting incidents, troubleshooting technical issues, and escalating more complex problems when necessary. Comprehensive training on internal systems and processes is provided.

Required Qualifications

• Experience supporting Mobile Device Management (MDM) platforms such as:
• Microsoft Intune (preferred)
• MobileIron
• AirWatch
• MaaS360
• Experience supporting iPhones and iPads, including:
• iOS troubleshooting
• Application installations
• Device connectivity issues
• Device navigation and configuration
• Active Directory experience, including:
• Password resets
• User account management
• Network connectivity troubleshooting
• Documentation and ticket management
• Experience supporting:
• Windows 11
• Microsoft 365 / Office 365
• Email systems
• Printer troubleshooting

Responsibilities

• Respond to incoming phone calls, emails, and support requests from end users.
• Log, track, and document incidents and service requests.
• Provide technical guidance and support for hardware, software, mobile devices, and network-related issues.
• Troubleshoot and resolve Level 1 technical issues.
• Escalate complex issues to appropriate support teams following established procedures.
• Perform software and hardware diagnosis, configuration, installation, and setup.
• Ensure proper documentation, resolution, and closure of support tickets.
• Support hardware and software upgrades, deployments, and installations.
• Identify risks and opportunities related to system and environment changes.
• Assist with implementation and configuration of operating systems and network solutions.
• Deliver basic end-user training and technical guidance.
• Replicate and troubleshoot reported technical issues.
• Follow established technical standards, procedures, and support tools.
• Prioritize incidents and monitor progress through resolution., Seeking an IT Service Desk Analyst with experience supporting MDM platforms, iOS devices, Active Directory, Windows 11, and Microsoft 365. The ideal candidate will have strong customer service skills, excellent troubleshooting abilities, and experience providing first-line technical support in a help desk or service desk environment.

Empathy Apple IOS Operations ServiceNow Apple IPad Microsoft 365 Professionalism Customer Service Microsoft Office Computer Science Active Directory Technical Issues Operating Systems Technical Support Help Desk Support Computer Hardware Business Valuation Technical Standard Smartphone Operation Information Technology Full Stack Development Network Troubleshooting Business Transformation Mobile Device Management End-User Training And Support Troubleshooting (Problem Solving) Microsoft Intune (Mobile Device Management Software), * Experience with ServiceNow or similar ticketing systems.

• Knowledge of MDM administration and mobile device support.
• Experience with Microsoft 365 applications and services.
• Familiarity with hardware support and troubleshooting.
• Understanding of Windows operating systems and local area networks., * Active Directory administration
• Windows 11 support
• Microsoft 365 / Office 365 support
• Email troubleshooting
• Printer support
• Mobile device troubleshooting (iPhone, iPad)
• Network connectivity troubleshooting
• Service desk ticket management
• Basic hardware and software support
• Documentation and reporting using Microsoft Office applications, * Strong customer service orientation.
• Excellent verbal and written communication skills.
• Strong troubleshooting and analytical abilities.
• Ability to explain technical concepts to non-technical users.
• High attention to detail.
• Adaptability in a fast-paced environment.
• Patience, empathy, and professionalism when assisting users.
• Ability to work independently and collaboratively within a team environment., * Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field preferred, or equivalent combination of education, training, and experience.
• Minimum of 2 years of IT support or Service Desk experience preferred.
• Previous experience in a Help Desk or Service Desk environment is beneficial., * High-volume service desk supporting end users across multiple technologies.
• No travel required., Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors., Apple IPad Microsoft 365 Professionalism Customer Service Microsoft Office Computer Science Active Directory Technical Issues Operating Systems Technical Support Help Desk Support Computer Hardware Business Valuation Technical Standard Smartphone Operation Information Technology Full Stack Development Network Troubleshooting Business Transformation Mobile Device Management End-User Training And Support Troubleshooting (Problem Solving) Microsoft Intune (Mobile Device Management Software) +0, Automation Microsoft 365 Lifting Ability Microsoft Azure Operating Systems Technical Support Help Desk Support Business Valuation Technical Analysis Workflow Management Root Cause Analysis Process Improvement Endpoint Management Full Stack Development Azure Active Directory Incident Communication Artificial Intelligence Business Transformation Identity And Access Management Troubleshooting (Problem Solving), Open Mindset Web Browsers Communication Adobe Acrobat Microsoft 365 Detail Oriented Problem Solving Desktop Support Confidentiality Customer Service Microsoft Office Microsoft Access Active Listening Microsoft Outlook Customer Inquiries Selling Techniques Influencing Skills Business Valuation Process Improvement Employee Onboarding Network Connections Document Comparison Smartphone Operation IT Service Management Organizational Skills System Administration Remote Access Systems Full Stack Development Artificial Intelligence Business Transformation Training And Development Document Management Systems Interpersonal Communications End-User Training And Support Influencing Without Authority Virtual Private Networks (VPN) Troubleshooting (Problem Solving) Microsoft Intune (Mobile Device Management Software) +0

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company., We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.