IT Service Desk Analyst

Ensure proper computer and systems operations for the end-user community Maintain and administer key systems Monitor Cherwell Service Desk tickets and resolve end-user issues and service requests within established SLAs Install, support, and maintain computer desktops, laptops, tablets, printers, and related hardware and software Image and deploy computers and peripherals for new hires Deploy mobile iOS devices Provide first- and second-level support for end users, including remote users Manage end-user expectations regarding SLAs Analyze and resolve software and hardware issues Provide end-user training when required Record information in ServiceNow to ensure SLA-compliant resolution and compliance with EMCOR IT SOPs Manage IT assets and keep asset management systems up to date Manage asset disposal pickups Support field offices and travel to field offices when required Administer backups, manage nightly backups, and perform monthly restore tests Requirements Bachelor’s in computer science or equivalent work experience Minimum 2-3 years of help desk experience required Experience with ServiceNow preferred Knowledge and experience supporting Microsoft OS through Windows 11, including computer imaging and desktop/laptop hardware Experience with Windows Autopilot Experience with MDM platforms (Intune Preferred) Proficient with handling iOS devices (break/fix) and set up Good understanding of Microsoft O365 suite and tools Strong documentation skills with both writing procedures and setup documentation Basic network troubleshooting skills (TCP/IP, DNS, DHCP) Ability to work with minimal supervision, be self-motivated, and multitask Ability to communicate effectively in writing and orally with end-users and technical teams Ability to write and revise standards and procedures Exceptional customer service skills Strong attention to detail and excellent problem-solving abilities Proactive problem identification and solution determination Excellent organizational and time-management skills Ability to work under pressure and multitask in a rapidly changing environment Ability to work without direct supervision CompTIA Network+ certification CompTIA Security+ certification Ability to occasionally lift, move, and exert force of up to 50 pounds Ability to occasionally bend, kneel, crouch, crawl, and perform related physical activities Core Competencies Demonstrates expertise in managing and supporting end-user computing environments, including proficiency in Microsoft OS, iOS devices, and asset management. Capable of delivering exceptional customer service while adhering to established SLAs and IT SOPs. Highest-signal resume keywords Help Desk Experience ServiceNow Microsoft OS Support MDM Platforms (Intune) CompTIA Network+ Certification ATS Optimization Keywords Hard Skills Windows 11 Support Computer Imaging Desktop/Laptop Hardware Support Windows Autopilot IOS Device Management Microsoft O365 Suite Basic Network Troubleshooting Asset Management Backup Administration Problem Solving Soft Skills Customer Service Attention to Detail Organizational Skills Effective Communication Self-Motivation Certifications & Qualifications CompTIA Network+ CompTIA Security+ Industry Keywords End-User Support IT Asset Management SLA Compliance Remote Support Field Office Support Tools & Technologies Cherwell Service Desk ServiceNow Intune EMCOR IT SOPs #J-18808-Ljbffr