IT Service Desk Analyst

The IT Service Desk Analyst provides moderately complex support and rapid resolution to end users at Optiv for IT issues and update requests via helpdesk. The IT Service Desk Analyst will be required to address issues that are escalated due to complexity as well as provide informal, on-the-spot training on the use of PCs, operating systems and applications as well as configure end-user PCs.

How you’ll make an impact

• Accept technical support calls and emails to the IT Department and track issues through an enterprise help desk system.

• Troubleshoot and resolve end-user hardware, operating system (Windows and macOS), and software-related problems.

• Troubleshoot and resolve basic network and server access problems for end users.

• Troubleshoot and resolve issues with voice communications (i.e., VoIP telephones) and voicemail systems.

• Analyze and forward support issues that cannot be addressed by the Helpdesk to appropriate IT personnel.

• Install, configure, and test Windows and macOS laptops/desktops, mobile devices, peripherals, and software.

• Responsible for new user setup, including user account creation and Windows and macOS device provisioning, imaging, and deployment.

• Maintain inventory of hardware devices and software licensing.

• Educate staff on appropriate use of hardware and software to prevent errors and promote efficiency.

• Complete assigned companywide rollouts of upgraded Windows and macOS devices, monitors, and other computer equipment.

• Develop and update help desk documentation and procedures.

• Develop technical knowledge and troubleshooting skills on internal applications and IT environment.

• Provide first-line troubleshooting for Windows, macOS, iOS, and iPadOS devices, including connectivity, email, application access, operating system issues, and basic device configuration.

• Support device enrollment, compliance checks, and common endpoint issues using established procedures and tools such as Microsoft Intune and Jamf; escalate engineering-level issues.

• Assist users with password resets, multifactor authentication (MFA), single sign-on (SSO), and basic account access issues while following identity verification and security procedures.

• Document troubleshooting steps, user communications, resolution details, and accurate ticket categorization in ServiceNow or the designated IT Service Management platform.

• Perform other duties as assigned.

• High school diploma required.

• Experience supporting Windows and macOS desktop operating systems required.

• Experience supporting Microsoft Office/Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint, across Windows and macOS required.

• Working knowledge of laptop/desktop/peripheral hardware required.

• Willingness and ability to take calls after hours and on weekends required.

• Excellent written and verbal communication skills with a focus on providing clear, concise, and professional documentation for areas of assigned responsibility required.

• A relevant Microsoft, Apple, or CompTIA certification is preferred.

• Working knowledge of Active Directory preferred.

• Working knowledge of OS image creation and deployment concepts and best practices for Windows and macOS preferred.

• Working knowledge of networks and network cabling preferred.

• Working knowledge of automated software deployment mechanisms preferred.

• Basic knowledge of macOS applications and features, including Finder, System Settings, Safari, and application installation, preferred.

• Familiarity with endpoint management tools such as Microsoft Intune and Jamf preferred.

• A company committed to our inclusive value through our Employee Resource Groups
• Work/life balance
• Professional training resources
• Creative problem-solving and the ability to tackle unique, complex projects
• Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
• The ability and technology necessary to productively work remotely/from home (where applicable)