Onsite IT Service Desk Analyst — Grow Your Tech Career

M.S. Walker, Inc.; Norwood (MA); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Medical & Dental Insurance

Vision Coverage

Paid-Time-Off Program

401k Fidelity Investments

Job summary

M.S. Walker, Inc. is seeking a Service Desk Support Analyst to join the Information Technology team in Norwood, MA. You will be the frontline for hardware, software, and access issues, handling device setup and keeping the support queue moving.

You will also build out our knowledge base and documentation while collaborating with IT to improve support. Occasional travel between company locations is expected as our digital transformation continues.

Qualifications

• Solid basic technical foundation with Windows and Microsoft 365.
• Associate degree or equivalent experience required; IT degree not strictly required.
• Valid driver’s license and ability to travel occasionally between company locations.
• Strong judgment, curiosity, and drive to grow in IT across related domains.
• Excellent communication to explain technical topics to nontechnical users.

Responsibilities

• Serve as the first point of contact for technology support via ticketing, phone, Teams, email, and walk-up.
• Own the support queue; triage requests, set priority, and keep tickets current from open to close.
• Diagnose, troubleshoot, and resolve hardware, software, and access issues; escalate when needed.
• Support Microsoft 365 apps (Outlook, Teams, Excel, Word) and Copilot usage.
• Configure, deploy, and troubleshoot devices including laptops, desktops, tablets, and printers.
• Onboard/offboard users; manage accounts and asset lifecycle; maintain inventory records.

Skills

Critical thinking

Customer service

Windows & Microsoft 365

Communication

AI tooling (Copilot)

Problem solving

Apple device support

Education

Associate degree or equivalent experience

Tools

Active Directory

Microsoft Entra ID

Intune

Microsoft 365

Copilot

Ticketing systems

Job description

M.S. Walker, Inc. is seeking a Service Desk Support Analyst to join the Information Technology team in Norwood, MA. You will be the frontline for hardware, software, and access issues, handling device setup and keeping the support queue moving.

You will also build out our knowledge base and documentation while collaborating with IT to improve support. Occasional travel between company locations is expected as our digital transformation continues.