Enterprise Service Desk Analyst

Astrion; Columbia (MD); On-site; USD 40,000 - 55,000; Full time

Job summary

Astrion is seeking an Enterprise Service Desk Analyst to support enterprise IT operations and end-user services at our Columbia, MD location. This onsite role focuses on end-user computing, cyber-security, and infrastructure support within a fast-paced environment.

The candidate will manage Help Desk tickets, assist with workstation provisioning, MFA, VPN, and collaboration tools, while coordinating with cybersecurity and compliance teams. Active Secret clearance is required.

Qualifications

• Bachelor’s degree or AA with related IT experience as stated.
• DoD 8140 requirements may apply; CompTIA Security+ preferred.
• Active Secret security clearance required.

Responsibilities

• Contribute to daily Enterprise Service Desk operations and resolve end-user requests.
• Provide hardware, software, mobile device, and enterprise app support.
• Manage and prioritize Help Desk tickets with strong customer service.
• Assist with workstation setup, OS updates, and Azure enrollment.
• Configure and troubleshoot laptops/desktops and peripherals.
• Assist user accounts: password resets, MFA enrollment, Office 365 mgmt.
• Support VPN connectivity, remote access, and collaboration tools.
• Onboard new employees with workstation setup and credentials.
• Troubleshoot hardware, software, printers, and connectivity issues.
• Coordinate with Cyber Operations for malware remediation and IR activities.
• Document procedures and support solutions; onsite Monday–Friday in Columbia, MD.

Skills

Customer service

Communication

Leadership

Collaboration

Organizational skills

Education

Bachelor’s degree in Computer Science or related field OR Associate degree with 5+ years of related experience

Tools

ManageEngine ServiceDesk Plus/Pro

BeyondTrust Remote Support

Windows 11

Office 365

Azure Gov

Intune

Microsoft Defender

Microsoft Entra ID

Job description

Enterprise Service Desk Analyst

Astrion has an exciting opportunity for an Enterprise Service Desk Analyst to support enterprise IT operations and end-user support services at our Columbia, MD location. This onsite position requires a technically skilled and customer-focused professional capable of contributing to daily service desk activities and supporting enterprise infrastructure, cybersecurity, and end-user computing operations.

LOCATION: Columbia, MD (ONSITE)

JOB STATUS: Full-time

CLEARANCE: Active Secret Clearance Required

CERTIFICATION: CompTIA Security+ or equivalent 8140-compliant certification

TRAVEL: Less than 25%

SALARY RANGE: $40k - $55k

Required Qualifications / Skills

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field with 2+ years of relevant IT experience OR Associate degree with 5+ years of related experience
• Minimum of 2 years of experience in a Service Desk Analyst or IT support role
• Current relevant IT Industry certification(s) that meet DoD 8140 requirements (CompTIA Security+preferred)
• Strong understanding of Windows 11 environments, Microsoft Office 365, Azure Gov, and enterprise IT support operations
• Experience with Microsoft Defender, Intune, Remote Support tools, and Microsoft Entra ID
• Ability to diagnose and resolve advanced technical issues involving workstations, mobile devices, VPN connectivity, MFA, and enterprise applications
• Experience managing and prioritizing Help Desk tickets in a fast-paced enterprise environment
• Excellent customer service, communication, and leadership skills
• Ability to work collaboratively with infrastructure, cybersecurity, and compliance teams
• Strong organizational skills with the ability to manage multiple priorities and escalations
• Active Secret security clearance required

Key Responsibilities

• Contribute to daily Enterprise Service Desk operations and ensure timely resolution of end-user support requests
• Provide technical support for hardware, software, mobile devices, and enterprise applications
• Manage and prioritize Help Desk tickets while maintaining excellent customer service standards
• Support workstation setup and provisioning including operating system installation, updates, and Azure enrollment
• Configure, maintain, and troubleshoot company laptop/desktop systems and related IT peripherals
• Support user account administration including password resets, MFA enrollment, and Office 365 account management
• Assist users with VPN connectivity, remote access, and enterprise collaboration tools
• Provide onboarding support for new employees including workstation setup and initial credential distribution
• Troubleshoot hardware, software, printer, and connectivity issues
• Support enterprise asset management and configuration management processes
• Coordinate with Cyber Operations teams to assist with malware remediation, endpoint investigations, and cybersecurity incident response activities
• Collaborate with the Enterprise IT Service team to communicate end-user requirements and support infrastructure upgrades
• Assist Cybersecurity Compliance teams with audits, evidence collection, and policy compliance activities
• Document technical procedures, troubleshooting steps, and recurring support solutions
• Position requires Monday through Friday onsite support at the Columbia, MD office
• Desired: Experience with ManageEngine ServiceDesk Plus/Pro and BeyondTrust Remote Support
• Desired: Experience supporting hybrid cloud environments including Microsoft Azure or AWS
• Desired: Background in Windows Server and Linux (RHEL preferred) administration
• Desired: Experience with enterprise network administration and troubleshooting
• Desired: Experience with IT asset management and configuration management processes
• Desired: Prior experience supporting cybersecurity compliance audits and documentation collection

Work Environment

• Onsite role located in Columbia, MD
• Fast-paced enterprise IT environment supporting internal users and mission operations
• Collaborative team environment with interaction across cybersecurity, infrastructure, and compliance teams
• Opportunities to support enterprise modernization and continuous improvement initiatives