Service Desk Admin

Service Desk Analyst

The Service Desk Analyst provides first- and second-line technical support, resolving hardware, software, access, and connectivity issues. This role combines technical troubleshooting with strong customer service, ticket ownership, and collaboration to meet service targets and improve the support experience. This position requires onsite attendance five days per week and participation in scheduled after-hours and weekend on-call rotations.

Key Responsibilities

• Resolve standard to moderately complex incidents and requests involving Windows and/or macOS, Microsoft 365, enterprise applications, hardware, mobile devices, printing, VPN, and network connectivity.
• Manage tickets in ServiceNow, applying established impact- and urgency-based priorities and maintaining accurate ownership, status, and documentation.
• Own assigned work through resolution or coordinated handoff, prioritizing first-contact resolution, where practical.
• Follow escalation procedures, including escalating after 30 minutes of troubleshooting without progress or immediately for high-impact issues.
• Update every open ticket daily with progress, blockers, and next steps; document customer communications, troubleshooting, and resolutions.
• Follow established procedures for pending tickets, customer follow-up, closure, and potential major incidents.
• Review queues throughout the day to address aging work, approaching SLA breaches, and unresolved blockers.
• Provide professional, responsive customer service, including executive and white-glove support, while following established priority rules.
• Use and improve knowledge articles, document recurring fixes, and recommend service improvements.
• Follow IT, security, and corporate standards; contribute to projects and other assigned work.

Qualifications

• 2–4 years of IT support experience or equivalent, primarily in Service Desk or End-User Support.
• Hands-on experience with Windows and/or macOS, Microsoft 365, and enterprise endpoint troubleshooting.
• Experience supporting remote users, PC hardware, mobile devices, and network printing.
• Strong troubleshooting, organization, and written and verbal communication skills.
• A customer-focused approach and accountability for assigned work.

Preferred Qualifications

• Experience with ServiceNow or a comparable ITSM platform.
• ITIL® 4 Foundation certification.
• Relevant technical certification, such as CompTIA A+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator.

This position is a non-exempt position. The annualized base pay range for this role is expected to be between $50,000-$65,000 base salary compensation range. Actual base pay may vary based on factors including, but not limited to, experience, subject matter expertise, geographic location where work will be performed, and the applicant's skill set. The base pay is just one component of the total compensation package. Other rewards may include an annual cash bonus and a comprehensive benefits package, including but not limited to medical, dental, vision, life insurance, and 401(k).