Service Desk Analyst

The OpportunityThe IS Service Desk Analyst is the helpful and friendly face of support for PAE employees, partners, and clients. This role is part of a geographically distributed support team, helping both local and remote users gain the most from PAE’s technology systems. Successful candidates are familiar with industry best-practices, have solid experience in Windows client OS and application support, and are self-motivated with a flair for positive human interaction.Who We ArePAE is an engineering and design firm that turns complex challenges into reality. By leveraging the latest technologies, we solve problems in unique ways, and our designs enable buildings and communities to be more resilient and efficient. PAE is trusted by our clients in every aspect of a project's lifespan, from idea to occupancy. We set ambitious goals backed by analysis to significantly conserve water and energy while balancing costs and long-term operational needs. As a B Corp, we measure success by the benefits our projects provide to our clients, our communities, and our planet. We embrace innovation, transparency, sustainability, and lifelong curiosity.What You'll DoProvide front-line OS, application, and hardware support for local and remote end-usersPerform user access and account management in active directorySupport IS asset lifecycle management (procurement, imaging, deployment, tracking, dispositioning) for PAE supported hardware and softwareProvide IS-related orientation and training for new hiresPrepare, provision, maintain, and retire distributed technology systems (e.g., laptops, desktops, printers, phones, etc.)Prioritize, track, and document all service activities via Service Management (ticketing) systemProvide timely incident management and service fulfillment activates in accordance with service level objectivesExecute all activities in compliance with established Information Security and IS Service Management controls (e.g., change, incident, and problem management)Support the testing, validation, and documentation of software and hardware systemsCreate and maintain support documentation for consumption by end-users and IS staffOccasional after-hours support for PAE projects, initiatives, and IS systems maintenanceCreate a positive customer support experience with a consummately professional attitudePerform other duties as assignedWhat You Bring2+ years of service desk support experience in a Windows-centric technology environmentAssociates Degree or equivalent experienceRelevant Certifications; A+, HDI, Microsoft MTA, MCSWindows desktop OS and application supportMobile device and application provisioning, maintenance, and managementNetworking concepts and troubleshooting, especially the TCP/IP protocol suiteVoIP client configuration and troubleshootingClient hardware & peripheral configuration, provisioning and troubleshootingMulti-function printers and plottersFile systems structure, permissions, and access supportActive Directory User and Computers administrationSLA-driven task managementStrong verbal communication and documentation skills, including experience translating complex technical subjects in a way that is meaningful to the target audienceAbility to maintain a professional, positive and friendly manner alwaysAbility to multi-task, shift focus, and prioritize workflow with minimal supervisionAbility to engage peers and leadership in process improvement and problem resolutionFamiliarity with ITIL/ITSM conceptsWhat We OfferHiring Base Salary Range: $53,700-$69,800 annualThis position is eligible for time and a half overtime payThe base salary is one component of PAE’s competitive compensation package for employees. We take into consideration a variety of factors including but not limited to skills, abilities, experience, education, credentials, internal equity and geographic location in determining exact salary offered. At PAE, employees are eligible for annual compensation reviews based on performance and business needs. The above range represents PAE's good faith and reasonable estimate of the range of possible compensation at the time of posting.In addition, PAE offers a comprehensive benefits package which includes the following:Employer paid health insurance (medical, dental, vision)Annual 401k profit sharing based on company profit for the year and account contributionProfessional development reimbursements including state registration and professional association duesEmployer paid commuter/parking stipendCell phone stipendLife insurance and disability benefitsHybrid work scheduleEmployee Assistance Program9 paid holidays including an additional employee-selected dayPaid time off for sick leave, family leave, community service, holidays and vacationTo learn more about our comprehensive benefits package, visit This information is provided per the Equal Pay ActOur commitment to pay equityPAE is a JUST label certified company; we demonstrate JUST label requirements within pay equity. Pay scales should meet or exceed applicable legislated wage requirements and industry standards and compensate, on the same basis, all individuals performing the same or similar work and work of equal value. We are committed to the principle of pay equity – paying employees equitably for substantially similar work. To learn more about pay equity and our commitments to equitable business practices, you may view our JUST label certification here: Living Future: Just Label Certification.To find out more visit our website.What We’re Made OfFounded in 1967, PAE is a leading sustainable engineering and consulting firm on a mission to deliver clean air, energy, and water for all. We specialize in mechanical, electrical, and plumbing engineering, building performance analysis, technology design, and lighting design (LUMA). PAE designs some of the nation's highest-performing and most regenerative built environments across the U.S., from Living Buildings to all-electric buildings and beyond. Learn more at pae-engineers.com.Our portfolio includes over 100 LEED Platinum projects as well as dozens of projects that have either achieved or are pursuing the Living Building Challenge, Passive House, Architecture 2030, Carbon Neutral, Net Zero Energy, and Net Zero Water.Fine PrintPlease note that resumes received from third party recruiters or agencies will not be accepted unless requested directly by PAE Talent Acquisition and with a prior signed fee agreement. If candidates without a previously signed recruiter fee agreement are submitted, PAE reserves the right to engage with and hire those candidate(s) without any obligation financial or otherwise to the recruiter or agency.In order to provide equal employment and advancement opportunities to all individuals, employment decisions at PAE will be based on merit, qualifications and abilities. PAE does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender (sex), national origin, age, veteran status, sexual orientation, gender identity, physical characteristics historically associated with race, disability, genetic information or any other characteristic protected by applicable law.PAE will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship. This policy governs all aspects of employment including: selection, job assignment, compensation, discipline, termination and access to benefits and training.#LI-hybrid #J-18808-Ljbffr