Service Desk Analyst

The Service Group Analyst plays a critical role in delivering high-quality IT support, ensuring the seamless operation of end-user devices, software, and infrastructure. This role is responsible for troubleshooting complex hardware and software issues, managing service desk requests, and collaborating with vendors for efficient issue resolution. This client offers many opportunities to wear different hats and train in different areas and departments to learn more about the business beyond IT. The company has a history of promoting from within and creating career progression opportunities. Examples include movement into network architecture, applications and systems analyst roles, program development, AI, business intelligence and data analytics, data architect, or business systems analyst positions. Brian Dacaret transitioned from construction engineering department manager to IT leadership, demonstrating that career transitions within the company are possible. The organization values professional development and succession planning. Responsibilities Provide end-to-end ownership of technical support requests, ensuring prompt response and resolution. Manage and track service desk tickets to maintain efficiency and accountability. Diagnose and resolve complex hardware, software, and peripheral issues. Identify recurring issues, elevate trends, and recommend proactive solutions. Participate in IT on-call rotations to support critical operations. Install, configure, and maintain end-user devices, including computers, peripherals, and mobile devices. Manage user accounts, system alerts, and application support, including Office 365. Enforce software licensing compliance and cybersecurity policies. Support IT infrastructure projects, including LAN/WAN, IP phone systems (Teams, Five9), and fiber networks. Act as a liaison between IT and user departments, ensuring clear communication and documentation of technology needs. Provide training recommendations based on recurring support issues and user needs. Assist with departmental reporting and document distribution. Qualifications & Requirements Associate degree in Business Administration, Computer Science, or a related field (or equivalent work experience). Minimum two years of experience in enterprise IT support, including PC troubleshooting and service desk systems (e.g., Dell KACE, Manage Engine), with knowledge of ITIL 4.0 principles. Proficiency in Windows 7-10, Microsoft Office Suite, LAN/WAN concepts, and IP phone systems (Teams, Five9). Strong troubleshooting skills with an ability to diagnose and resolve complex technical issues. Experience coordinating with vendors for issue resolutions. #J-18808-Ljbffr CRG