Service Desk Analyst

We are hiring an experienced Service Desk Analyst to join a growing IT support team, offering up to 70k plus bonus potential and excellent benefits. This role is 100% on-site in Lancaster. Our client has a history of internal promotions, with many past placements advancing within the organization. In this role, you will handle a wide range of user requests and incidents related to core IT systems, ensuring timely resolutions and excellent customer service. The ideal candidate will possess strong technical troubleshooting skills, good communication, and a proactive approach to problem-solving. Key responsibilities Managing and resolving end-user requests for hardware, software, and applications, including desktops, laptops, and mobile devices Performing initial incident assessment, triage, and research Collaborating with support teams for escalated issues Documenting incidents from report to resolution in tracking systems Providing professional customer interaction and building positive support experiences Supporting Office 365 environment, Active Directory, and user management Participating in an on-call rotation to support after-hours needs Contributing to process improvements and knowledge base updates Qualifications 2-3 years of experience supporting Windows OS and Office 365 applications Solid understanding of Active Directory and user account management Good communication skills with a customer-focused mindset Experience working in MSP or hybrid environments is a plus Familiarity with Microsoft InTune is advantageous, but not mandatory Ability to thrive in a fast-paced environment, prioritize tasks, and take ownership Mature, resourceful, and eager to develop leadership capabilities 3 weeks PTO to start Fully vested 401(k) with a substantial match Additional perks including holiday bonuses and ongoing training budgets Opportunities for career growth as the organization expands and takes on new projects (many technologists that we've placed here have received promotions and advancement opportunities) Direct W2 only EOE. Additional Info Job Type : Full-Time #J-18808-Ljbffr