Service Desk Analyst

Service Desk Analyst

Location: Chandler, AZ

Reports to: Service Desk Manager

Employment Type: Full-Time, Non-Exempt

About StrongMind

StrongMind is a remote-first education and technology company on a mission to transform learning for students, families, and educators across the country. For more than 25 years, we've partnered with schools and districts to deliver innovative, student-centered learning experiences powered by technology, compassion, and bold thinking.

We believe education should be flexible, human, and built for real life. That belief shapes how we design our products, support our partners, and work together as a team. At StrongMind, you'll find smart people doing meaningful work, a culture rooted in trust and accountability, and leaders who genuinely care about both outcomes and people.

The Team You Will Join

You'll be part of the Service Desk team, working closely with IT operations, system administrators, and staff across the organization. This team is responsible for supporting staff IT systems and infrastructure, ensuring stable and secure end-user environments, and providing responsive technical support that keeps StrongMind running smoothly.

The team culture is collaborative, mission-driven, and supportive, and you'll have opportunities to learn, grow, build technical expertise, and contribute to a diverse technical culture that avoids siloed work while partnering across StrongMind and our schools.

The Difference You Will Make

In this role, your work will directly impact internal teams and staff by ensuring they have reliable, secure, and functional technology to perform their work effectively.

You'll help troubleshoot issues, improve system reliability, support onboarding, maintain IT environments, and contribute to documentation and process improvements, supporting StrongMind's mission in a meaningful and visible way.

A Typical Day Looks Like

While no two days are exactly the same, you can expect to:

• Provide both in-person and remote technical guidance and support for staff
• Manage the creation, activation, and deactivation of staff user accounts
• Configure and image computer systems
• Set up technology for onboarding new employees
• Perform special projects related to IT support
• Troubleshoot and recommend improvements to system performance and reliability
• Use scripts and applications in PowerShell, Python, bash, and other standard languages
• Follow installation and configuration procedures, standards, and SOPs
• Work as a member of the operations team to ensure technology environment stability and cohesion
• Perform analysis and follow structured approaches to issue resolution
• This position requires availability to work core business hours of 8:00 AM to 5:00 PM Arizona time, Monday through Friday

This role balances independent work and collaboration and is well-suited for someone who enjoys problem-solving, supporting others, learning new technologies, and improving systems.

Your Expertise Includes

We're looking for someone who brings:

• Good communication skills with a customer-service-oriented attitude
• Professional conduct, including appropriate language, actions, and attire
• Strong team collaboration skills
• Ability to prioritize work and handle multiple tasks independently and with others
• Ability to work well under pressure, meet deadlines, and maintain professionalism
• Experience with AI tools that enhance creativity and solutions development
• Knowledge and proficiency in Microsoft Office
• Experience with network technologies (TCP/IP, DNS, DHCP)
• Experience working with Windows, Mac, and ChromeOS
• Experience with Windows 10/11, Windows Update Services, and deployment
• Hands-on experience troubleshooting hardware issues
• Experience with network printers and DHCP/DNS issues
• Experience configuring antivirus and security software
• Ability to follow and contribute to technical documentation (SOPs)
• 1+ years of experience in a Help Desk position or relevant experience
• Certifications such as CompTIA A+, Network+, or Security+ are a strong plus

• PowerShell, Python, Bash
• Windows, Mac, ChromeOS
• Networking fundamentals
• Imaging and deployment tools

Bonus points if you also have:

• Additional scripting or automation experience
• Experience contributing to IT process improvements or documentation

Our Commitment to Inclusion & Belonging

We believe the best ideas come from bringing together people with different perspectives, experiences, and ways of thinking. We are committed to welcoming a broad range of talent and encouraging all qualified individuals to apply. We strive to create an environment where everyone feels a sense of belonging and is empowered to contribute, grow, and do meaningful work.

How We'll Take Care of You

We believe that when people feel supported, they do their best work. Our commitment to you includes:

• A competitive total compensation package, including medical, dental, vision, and voluntary benefits
• Well-being that works for real life—from an on-site gym, virtual wellness programs, and wellness coaching to flexible work options for select roles, because your well-being fuels your brilliance
• Unlimited PTO for exempt roles, plus additional "life happens" days when you need flexibility
• A fully paid holiday week off at Christmas, so you can truly rest, reset, and reconnect
• Recognition and rewards that celebrate birthdays, meaningful milestones, legendary work, and community service hours that let you give back
• Quarterly Town Halls that keep communication transparent, honest, and human
• Annual social events and traditions we genuinely look forward to—like Halloween celebrations, Wellness Fairs, and other moments that bring our community together

We're intentional about building a workplace where people feel valued, connected, and empowered to thrive—at work and beyond.

Additional Info:

We welcome all qualified candidates eligible to work in the United States. At this time, we are unable to sponsor visas.

We are proud to be an Equal Opportunity Employer and provide consideration to all applicants regardless of race, religion, color, sex, gender, national origin, age, veteran status, marital status, or disability protected by law.