Service Desk Analyst

Service Desk Analyst (Hybrid - Raleigh, NC)

Location: Raleigh, NC

Travel: Up to 5-10% regional travel to branch locations for projects, deployments, or emergency support

Schedule: Eastern Time, Monday-Friday. Shifts may vary between 7:00 AM-4:00 PM, 8:00 AM-5:00 PM, or 9:00 AM-6:00 PM based on business coverage requirements.

Position Summary

We are seeking a Service Desk Analyst to join our North American IT team and serve as the first point of contact for IT support across the United States and Canada. This role is ideal for an early-to-mid career IT professional who is passionate about technology, customer service, and continuous learning.

The successful candidate will provide frontline technical support, resolve common IT issues, log and manage support tickets, and escalate complex problems when needed. Working closely with senior team members, this role offers hands-on experience across end-

user support, endpoint management, Microsoft technologies, and enterprise IT operations while providing opportunities for mentorship and career growth.

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Key Responsibilities

End User Support

• Provide first & second-level technical support via phone, email, chat, and ticketing systems.
• Assist users with hardware, software, mobile devices, printers, and basic network connectivity issues.
• Guide users through troubleshooting steps and ensure timely issue resolution with a strong focus on customer service.
• Support onboarding and offboarding activities, including user account provisioning and device setup.

Incident & Request Management

• Log, track, prioritize, and update incidents and service requests using ManageEngine ServiceDesk Plus.
• Maintain accurate ticket documentation and communicate status updates to users.
• Escalate unresolved or complex issues to vendor support and/or senior team members as needed.

User & Device Administration

• Perform password resets and account administration using Microsoft Entra ID (Azure AD), Active Directory, and Microsoft 365 tools.
• Configure and deploy desktops, laptops, mobile devices, and peripherals.
• Create, deploy, manage approved software packages.
• Assist with inventory tracking, device lifecycle management, and asset management processes.
• Remotely connect and manage end-user devices via ScreenConnect, ManageEngine Desktop Central, or Microsoft Intune.

Documentation & Continuous Improvement

• Create and maintain knowledge base articles, user guides, and technical documentation.
• Identify recurring issues and contribute to process improvements and support efficiency initiatives.
• Participate in training opportunities and collaborate with team members to expand technical knowledge and skills.

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Qualifications

Required

• 2-4 years of experience in a Service Desk, Help Desk, Technical Support, or customer-facing IT support role.

• Strong customer service orientation with excellent verbal and written communication skills.

• Basic understanding of:

• Windows 10/11 operating systems

• Microsoft 365 applications

• Mobile devices and hardware troubleshooting

• Printers, peripherals, and network connectivity concepts

• Ability to learn new technologies quickly and work effectively in a team environment.

• Strong organizational skills with the ability to manage multiple priorities.

Preferred

• Experience with:

• ITSM/Ticketing Platforms - ManageEngine ServiceDesk Plus

• Microsoft 365 and Entra ID (Azure AD)

• Active Directory user administration

• Remote support tools

• Associate degree or technical diploma in Information Technology, Computer Science, or a related field.

• Entry-level certifications such as:

• CompTIA A+

• CompTIA Network+

• Microsoft Fundamentals certifications

• ITIL 4 Foundation

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Why Join Us?

This role offers the opportunity to join a growing North American IT organization and build a strong foundation for a long-term IT career. You will gain exposure to enterprise technologies, collaborate with teams across the United States and Canada, and receive mentorship from experienced IT professionals while helping deliver exceptional support and service to the business.