Senior IT Service Desk Analyst - Global Support & Onboarding

Pivotal Solutions; Alpharetta (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

Pivotal Solutions in Alpharetta, GA is seeking a Sr. Service Desk Analyst to join the Global IT Service Desk.

The role provides level 1 & 2 IT phone and remote support to associates and enforces IT standards across the enterprise. The candidate will develop knowledge base articles, drive self-service adoption, and manage incidents in the ticketing system while supporting onboarding/offboarding activities and helping improve customer experience.

Qualifications

• Associate's degree or higher in CS/Engineering/MIS; bachelor's preferred.
• 5+ years in IT helpdesk or service desk.
• 5+ years Windows remote support in enterprise environments.
• Flexible hours: 6am-3pm or 9am-6pm.
• Strong communication, ability to explain technical issues clearly.
• Experience with Windows AD and Exchange.
• Familiarity with ITIL concepts; certifications a plus.

Responsibilities

• Develops end-user support articles and self-service portal adoption.
• Creates and manages IT incidents and requests in ticketing system.
• Support onboarding/offboarding; provisioning and deprovisioning accounts.
• Provide phone support and remote troubleshooting.
• Maintain SLA/KPIs and escalate when needed.
• Participate in on-call rotation and IT security tasks.

Skills

Customer service

IT helpdesk

Remote support

Windows OS

Active Directory

Communication

Troubleshooting

On-call rotation

Education

Associate's Degree in CS/Engineering/MIS

Bachelor's degree preferred

HS Diploma + 5+ years experience accepted

Tools

IT ticketing system

Remote control tools

Microsoft Exchange

Windows Active Directory

Job description

Pivotal Solutions in Alpharetta, GA is seeking a Sr. Service Desk Analyst to join the Global IT Service Desk.

The role provides level 1 & 2 IT phone and remote support to associates and enforces IT standards across the enterprise. The candidate will develop knowledge base articles, drive self-service adoption, and manage incidents in the ticketing system while supporting onboarding/offboarding activities and helping improve customer experience.