Service Desk Analyst II

Opportunity Overview RS&H is currently searching for a skilled IT Service Desk Analyst to join our IT team in the Charlotte, NC office, supporting Associates in that office directly and providing support to business and IT teams remotely across the United States. This role will involve first‑call resolution and customer service for our Associates, developing and improving processes and procedures, participating in IT projects, and contributing to key results‑driven objectives. The position will support over 1,600 associates in 60 offices, providing service for a wide range of applications, hardware, and cutting‑edge technologies. Duties and Responsibilities Monitors Service Desk email, phone, and ticketing systems for incoming requests and works with associates to identify, troubleshoot, document relevant details, and possible solutions. Resolve incidents and service requests by utilizing technical skills, knowledge base, documentation, or IT resources. Troubleshoot, research, diagnose, document, and resolve technical issues related to Windows Operating Systems, Office 365 applications, engineering production applications, collaboration systems, and basic networking technologies. Facilitate the escalation process and engage with senior‑level staff when necessary. User account administration on several IT platforms. Perform configuration changes, updates, and upgrades to systems and applications as directed. Deploy, set up, and support desktops, laptops, VoIP, Unified Communication, Video Conferencing, and other technologies to Associates. Participate in the off‑hours On‑Call rotation. Other duties and projects as assigned. To Be Successful In This Role, You Must Have a bachelor’s degree in computer science or a related field and three years of service desk experience, or an equivalent combination of education and experience. Have 3+ years of experience imaging, deploying, and supporting desktops, laptops, and mobile devices in a Microsoft Windows environment with Software Center and Intune. Knowledge of ITIL. Strong working knowledge of Microsoft Windows with the ability to solve complex workstation issues. Experience deploying software via Microsoft deployment tools. The ability to communicate effectively with Associates throughout the firm. Be a U.S. person per role requirements. Preferred Certifications and Experience Technical certifications such as CompTIA A+, Network+, and/or MCSA. 3+ years of experience working in an IT Support role. Experience in implementing and developing ITSM platforms a plus. Knowledge of Engineering applications (AutoCAD, Revit, MicroStation, etc.) a plus. Requirements for Occasional Travel and Physical Abilities Flexibility to travel up to 20% or as needed to support multiple office locations. Ability to lift and/or move up to 50 pounds. Ability to sit and/or stand for prolonged periods of time. Ability to routinely perform tasks requiring bending, twisting, kneeling, crouching, squatting, and/or crawling. Ability to reach horizontally as well as vertically for required tasks. Ability to transport equipment across office environments, including hallways, workstations, and shared spaces. Ability to use hands and tools to assemble, install, and adjust computer hardware and peripherals. Specific vision abilities required for close work, including viewing screens, reading labels, and configuring equipment. An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. #J-18808-Ljbffr