Service Desk Analyst

Job Description

Job Description

Constellation Search Group is seeking an IT or OT Service Desk Analyst for a full-time opportunity with an established, growing organization. This individual will provide front-line technical support for daily IT operations in a production environment, assisting with hardware, software, user access, connectivity, and operational technology support.

This is an excellent opportunity for an early-career IT professional looking to develop hands-on technical skills in a dynamic industrial environment. The ideal candidate has a strong customer service mindset, a solid technical foundation, and a willingness to learn. Previous help desk or IT support experience is preferred, but motivated entry-level candidates with the right attitude, communication skills, and problem-solving abilities are encouraged to apply.

Working closely with the broader IT team, the individual will gain exposure to enterprise infrastructure, networking, industrial technology, and emerging AI-enabled support tools. The organization offers opportunities for professional development and long-term career growth across multiple technical disciplines.

Responsibilities:

• Provide front-line IT and operational technology (OT) support for employees at a manufacturing facility.
• Respond to service desk tickets, troubleshoot technical issues, and manage incidents from initial intake through resolution or escalation.
• Install, configure, maintain, and troubleshoot Windows desktops, laptops, printers, scanners, peripheral devices, and related software.
• Diagnose and resolve basic hardware, software, connectivity, and network issues.
• Support user accounts, permissions, access rights, and identity management systems.
• Assist with wired and wireless network troubleshooting, VPN connectivity, and basic infrastructure support.
• Document support requests, troubleshooting steps, resolutions, and recurring technical issues within the service management system.
• Provide hands-on technical assistance throughout the facility, including equipment setup, printer support, cable troubleshooting, and other on-site technical needs.
• Assist with system upgrades, equipment installations, maintenance, and basic backup or recovery activities as needed.
• Collaborate with other IT professionals and external service providers to resolve technical issues and maintain reliable systems.
• Escalate complex or high-priority incidents appropriately while maintaining clear communication with affected users.
• Contribute to the development and improvement of technical documentation, support procedures, and knowledge resources.
• Help identify opportunities to improve IT support processes, including the use of automation and AI-enabled support tools.
• Participate in a rotating on-call schedule to support operational needs outside standard business hours.
• Follow established IT policies, security procedures, and applicable safety requirements while working in an industrial environment.

Qualifications:

• Associate degree in Information Technology, Computer Science, or a related field.
• Previous internship, help desk, service desk, or IT support experience is preferred; entry-level candidates with a strong technical foundation will also be considered.
• Basic understanding of Microsoft Office 365, Active Directory, Microsoft Entra ID, IT service management systems, VPNs, DHCP, and fundamental networking concepts.
• Familiarity with Windows operating systems and hands-on troubleshooting of computers, peripherals, and other hardware.
• Basic understanding of user accounts, permissions, software installations, and common technical support issues.
• CompTIA A+ certification is a plus but not required.
• Strong analytical and problem-solving skills, with the ability to troubleshoot issues methodically and escalate when necessary.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation and a professional, approachable attitude.
• Highly motivated, dependable, and eager to learn new technologies and expand technical capabilities.
• Ability to work independently while collaborating effectively with a broader IT team.
• Strong organizational skills and attention to detail, particularly when documenting incidents and resolutions.
• Comfortable working on-site in an industrial or manufacturing environment and complying with required personal protective equipment (PPE) and safety procedures.
• Ability to participate in a rotating on-call schedule and occasional domestic travel as business needs require.

Benefits:

A comprehensive benefits package is offered, including medical, dental, and vision insurance, company-paid life insurance, short-term and long-term disability coverage, health savings and flexible spending account options, and a 401(k) retirement plan with company matching. Employees also have access to a cash balance retirement plan, paid time off, and paid holidays.

This opportunity offers hands-on experience in a production environment, exposure to both IT and operational technology, and the chance to build a strong technical foundation. The organization values innovation, continuous improvement, and employees who take initiative, creating opportunities for career advancement as technical skills and experience grow.

Salary Disclaimer:

Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location.

Equal Opportunity Employer:

Constellation Search Group is deeply committed to building a diverse and inclusive team. We believe that different backgrounds and life experiences make our team better. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by applicable local, state, or federal law.