IT Service Desk Analyst: Fast, Professional Tech Support

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

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.