IT Service Desk Analyst

Expedient Technology Solutions; Troy (OH); On-site; USD 42,000 - 62,000; Full time

Job summary

Expedient Technology Solutions is seeking a Service Desk Analyst to be the face of the IT department, delivering prompt, professional resolution of incidents and requests. You will support Windows devices, Microsoft 365, Intune, and other business apps while maintaining strong customer service skills.

The role involves on-site support across office, warehouse, and remote employees, with on-call rotations and onsite travel to a Piqua, OH location as needed.

Qualifications

• Associate’s degree in MIS, Business, Information Technology, or related field or equivalent experience.
• 2-4 years of experience troubleshooting hardware and software incidents in a high-volume enterprise service desk environment.
• Strong teamwork and cross-functional collaboration abilities.
• Excellent customer service and communication skills; ability to explain technical concepts to all audiences.
• Demonstrated ownership, initiative, and accountability with ability to manage work independently.
• Strong organizational and time management skills; ability to prioritize multiple tasks.
• Experience administering user accounts in Microsoft Active Directory; basic Windows 11 support.
• Experience working with ITSM ticketing platforms and remote support tools.

Responsibilities

• Serve as the primary point of contact for IT incidents and service requests via phone, email, chat, portal, and in-person support.
• Log, categorize, prioritize, troubleshoot, and resolve incidents per SLAs.
• Provide end-user support for Windows devices, M365 apps, mobile devices, peripherals, printers, and approved apps.
• Diagnose/workstation issues; escalate complex incidents to appropriate teams while maintaining ownership.
• Administer user accounts and licensing in Microsoft AD, Entra ID, M365, and related systems.
• Fulfill standard service requests including access, software installs, and hardware provisioning.
• Maintain documentation in the ITSM platform and support KB articles.
• Follow incident, request, problem, change, and knowledge management processes.

Skills

Customer service

Communication

Multitasking

Ownership

Problem solving

Team collaboration

Education

Associate’s degree in MIS or related field

Bachelor’s degree preferred

Tools

Active Directory

Microsoft 365

Intune

Freshservice

Remote support tools

PowerShell

Job description

As the point of contact for Incident Resolution and Service Requests, the Service Desk Analyst is the face and voice of the IT department. The goal of a Service Desk Analyst is prompt and professional resolution of requests in a fast paced, highly multi-tasked environment. Professionalism, customer service, multitasking, well written, well spoken, and rapid incident resolution are skills and traits of a promising candidate for this position.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the primary point of contact for IT incidents and service requests via phone, email, chat, self-service portal, and in-person support.
• Log, categorize, prioritize, troubleshoot, and resolve incidents and service requests in accordance with established Service Level Agreements (SLAs).
• Provide end-user support for Windows devices, Microsoft 365 applications and services, mobile devices, peripherals, printers, and approved business applications.
• Diagnose and resolve workstation, endpoint, and client device issues; elevate complex incidents to appropriate support teams while maintaining ownership and communication through resolution.
• Administer user accounts, access, and licensing within Microsoft Active Directory, Microsoft Entra ID, Microsoft 365, Intune and related systems.
• Fulfill standard service requests, including access requests, software installations, hardware provisioning, and equipment lifecycle activities.
• Deliver effective support to office-based, warehouse, field, and remote employees using approved support and collaboration tools.
• Maintain accurate documentation of incidents, requests, assets, and resolutions within the IT Service Management (ITSM) platform.
• Create and maintain knowledge base articles, support documentation, and standard operating procedures.
• Follow established Incident, Request, Problem, Change, and Knowledge Management processes and procedures.
• Identify recurring issues, trends, and root causes and recommend improvements to services, processes, and end-user experience.
• Support endpoint security, device compliance, and cybersecurity initiatives, including escalation of potential security incidents.
• Collaborate with IT teams, business stakeholders, and third-party vendors to resolve issues and deliver technology services.
• Meet departmental performance objectives related to service quality, customer satisfaction, response times, and resolution times.
• Participate in an on-call rotation and provide after-hours support as required for incidents, maintenance activities, projects, or business needs.
• Travel to the Parts Warehouse in Piqua, OH as needed to provide onsite Service Desk support and assistance based on business requirements.
• Perform other duties as assigned.

QUALIFICATIONS

Required Skills, Education and Work Experience

• Associate’s degree in MIS, Business, Information Technology, or a related field, or equivalent combination of education and experience.
• 2-4 years of experience troubleshooting hardware and software incidents in a high-volume enterprise service desk environment.
• Strong team-oriented mindset with the ability to collaborate effectively across all levels of the organization, share knowledge, and build productive working relationships.
• Excellent customer service and communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Demonstrated ownership, initiative, and accountability with the ability to manage work independently and drive incidents through resolution.
• Strong organizational and time management skills with the ability to prioritize and manage multiple concurrent tasks.
• Strong analytical and troubleshooting skills with the ability to identify root causes and resolve issues effectively.
• Demonstrated ability to remain calm and professional during high-pressure situations.
• Experience administering and maintaining user accounts in Microsoft Active Directory.
• Experience supporting Windows 11 operating systems.
• Experience using remote support tools.
• Experience supporting iOS and Android devices
• Experience logging tickets in a ticketing system
• Experience working within an IT Service Management (ITSM) ticketing platform
• Strong attention to detail and commitment to quality.

Preferred Education/Experience

• Bachelor’s degree in MIS, Business, Information Technology, or a related field.
• Experience administering Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint.
• Experience with Microsoft Entra ID (Azure AD).
• Experience with Freshservice or a similar ITSM platform.
• Experience with Microsoft Intune or other Mobile Device Management (MDM) solutions.
• Experience with Windows Autopilot.
• Experience supporting Lenovo, Dell, and ruggedized laptops and mobile computing devices.
• Experience supporting a highly remote workforce across multiple locations.
• Experience with PowerShell scripting and automation.

Certificates and Licenses

Preferred, but not required:

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this role, the employee is exposed to a normal office environment. The employee is regularly required to sit and use hands to finger, handle or feel. The employee is required to talk or hear. The employeeis required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close and peripheral vision.

Working Conditions

Professional office environment

Hours of Work

• Monday – Friday, typically 8:00am – 5:00pm, or 9:00am – 6:00pm
• 24/7 on-call rotation of 2-3 times per year, in one-week intervals
• After hours and/or weekend work may be required depending on incidents, changes, or projects

Travel Required

• Travel to the Parts Warehouse in Piqua, OH as needed to provide onsite Service Desk support and assistance based on business requirements.