IT Service Desk Specialist

Socket.dev; St. Louis (MO); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

PTO

Paid Holidays

Medical Benefits

401k + profit sharing

Job summary

Blitt and Gaines, P.C. in Missouri seeks a Service Desk Analyst to support employees' IT needs, diagnose and resolve hardware, software, identity and access issues, and document steps.

This role requires clear communication and proactive problem solving to ensure productive use of technology. The candidate will manage tickets end-to-end, assist with onboarding, maintain asset inventories, and contribute to a secure, well-supported environment.

Qualifications

• Associate / Bachelor’s degree in a related field or equivalent job experience.
• Extensive experience with Microsoft products, including Windows 11, Windows Server, M365, Microsoft Teams, etc.
• Advanced understanding of the PC/Laptop ecosystem, including OS installation, application installation, hardware configuration.
• Demonstrated problem solving abilities to quickly and effectively triage technical issues to drive resolution.
• Ability to respond to service desk requests after hours as needed.
• Strong oral and written communication skills to allow effective communication with a wide range of technical aptitude.
• Detail-oriented and self-motivated to quickly adjust priorities and the ability to handle multiple projects.
• Previous experience on a service desk or other technical customer support role.
• Broad knowledge of common software solutions including productivity applications (M365), communication platforms (Teams, Zoom), Chromium browsers (Microsoft Edge, Google Chrome, Firefox) and the ability to familiarize yourself with new products as necessary.
• Working understanding of common cybersecurity controls.
• Familiarity with mobile device platforms (Android/iOS) and MDM solutions to manage mobile devices.

Responsibilities

• Serve as the primary point of contact for end users seeking technical assistance via phone and email, providing responsive and professional support.
• Own service desk tickets end-to-end, from intake and prioritization through resolution and closure, coordinating with IT staff and customers to ensure timely follow-up and resolution.
• Perform effective troubleshooting on issues presented by the customer providing detailed and concise problem solving steps directed at a variety of technical levels and when necessary through remote desktop control.
• Triage complex technical issues being cognizant of the appropriate point of escalation to Teir 2 or Teir 3 support.
• Provide accurate information on IT products or services.
• Thoroughly document troubleshooting steps and resolutions for the benefit of fellow Service Desk Analysts in future problem resolution.
• Identify service desk trends and frequent repeat issues looking for opportunities to streamline and improve processes.
• Maintain and update the Asset Inventory database to ensure accurate accountability for Britt & Gaines property.
• Assist in the development and maintenance of the standard Windows workstation configuration to ensure continued smooth and reliable operation for the customer.
• Configure devices (workstation, dock, mobile phone etc.) for new hires and EOL replacement when necessary.

Skills

Windows 11

Windows Server

M365

Troubleshooting

Customer support

Communication skills

Documentation

After hours support

Cybersecurity basics

Mobile device management

Education

Associate / Bachelor’s degree in a related field or equivalent job experience

Tools

Azure/Entra ID

Mimecast

MaaS360

Carbon Black

VMware

Igel OS

Job description

Blitt and Gaines, P.C. in Missouri seeks a Service Desk Analyst to support employees' IT needs, diagnose and resolve hardware, software, identity and access issues, and document steps.

This role requires clear communication and proactive problem solving to ensure productive use of technology. The candidate will manage tickets end-to-end, assist with onboarding, maintain asset inventories, and contribute to a secure, well-supported environment.