Onsite 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 on-site role requires strong technical skills and a customer-focused approach to daily service desk activities.

The ideal candidate will have 2+ years in IT support, familiar with Windows 11, Office 365, Azure Gov, and endpoint protection, and hold an active Secret clearance.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering or related field with 2+ years IT experience OR Associate with 5+ years 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

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 OS 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

Skills

Customer service

Communication

Leadership

Team collaboration

Troubleshooting

Problem solving

Education

Bachelor's degree in Computer Science / IT / Engineering

Associate degree with 5+ years related experience

Tools

ManageEngine ServiceDesk Plus

BeyondTrust Remote Support

Azure Gov

Office 365

Intune

Microsoft Entra ID

Job description

Astrion is seeking an Enterprise Service Desk Analyst to support enterprise IT operations and end-user services at our Columbia, MD location. This on-site role requires strong technical skills and a customer-focused approach to daily service desk activities.

The ideal candidate will have 2+ years in IT support, familiar with Windows 11, Office 365, Azure Gov, and endpoint protection, and hold an active Secret clearance.