IT Service Desk Analyst - Support Specialist

Salary: $65,000 - 70,000 per year Requirements:

• Proficient in desktop/laptop hardware, network configurations, and MS Office Suite
• Experienced with Windows 10/11 and telephony technologies (VoIP, SIP)
• Familiar with Active Directory, Entra Admin Center (Azure), and Office 365
• Knowledgeable in Autopilot, SCCM, and anti-virus/encryption technologies
• Strong interest in LAN/WAN networking and skilled in hardware installation
• Flexible to work outside of regular hours as needed
• Committed to a customer-centric support approach
• Capable of clearly documenting technical concepts for customer understanding
• Effective team player with individual initiative
• Driven, detail-oriented, and skilled in managing customer expectations
• Understanding of ITIL principles (ITIL v3) and experience in continuous service improvement
• Knowledge of root cause analysis is advantageous
• Familiarity with the electricity industry is a plus

• Ensuring incidents are resolved promptly according to established Service Level Agreements (SLAs)
• Assessing and fulfilling service requests in a timely manner
• Identifying potential underlying issues to determine root causes and suggest enhancements
• Collaborating closely with internal IT functions and external suppliers for successful outcomes
• Proactively managing the application landscape to guarantee availability, stability, and performance
• Delivering high-quality service to the business by addressing incidents and service requests promptly
• Regularly updating the Service Desk system upon resolution of incidents
• Identifying opportunities for service enhancement and following best practices
• Providing first-line support for desktop, laptop, and mobile devices
• Managing user accounts and software/hardware handling
• Supporting team development by mentoring junior members and enhancing service knowledge

• Active Directory
• Azure
• Hardware
• Support
• ITIL
• LAN
• Mobile
• Network
• Office 365
• Windows
• Cloud

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At Drax, we are committed to transforming energy generation, supply, and usage, aiming for a zero-carbon, lower-cost energy future. Our mission drives us to cultivate a team that makes a significant impact on our collective future. We offer a supportive environment that encourages growth and development, with rewards and benefits designed to help you thrive. Join us in making a difference and shaping the energy landscape. We invite you to apply today and become part of our journey.

last updated 35 week of 2026