Senior Service Desk Analyst — End-User Support & IT Projects

BERTRANDT US INC; Charlotte (NC); On-site; USD 65,000 - 85,000; Full time

Job summary

Bertrandt US INC is seeking an experienced IT Service Desk Analyst to own and manage the Service Desk queue and provide in-person desktop and phone support to end users. You will diagnose issues, escalate where needed, and drive small- to mid-sized IT projects across multiple locations.

The role requires strong customer service, hands-on experience with Microsoft 365/Azure, Windows 11, macOS, iOS, and Teams Rooms.

Qualifications

• Bachelor’s degree in IT/CS or related field.
• 5+ years in a Service Desk or IT Support role.
• Strong customer service with ability to exceed end-user expectations.
• Experience supporting Microsoft 365 and Azure environments.
• Knowledge of Windows 11, macOS and iOS.
• Experience with Microsoft Teams Rooms and collaboration tech.
• Ability to work independently and in a team.
• Ability to interact effectively with users at all levels.
• Experience documenting procedures and solutions.
• Strong asset management and license compliance awareness.
• Adaptable to a fast-growing environment.

Responsibilities

• Own and manage the Service Desk ticket queue with proper prioritization and escalation.
• Provide in-person desktop and phone support for end users.
• Follow up with users, provide feedback, and see issues through to resolution.
• Diagnose and resolve technical issues in a timely and professional manner.
• Undertake small- to medium-sized IT projects and initiatives.
• Ensure consistent device setup, support standards, and user experience across locations.
• Complete internal user setups including laptops, monitors, and peripherals.
• Support Microsoft Teams Rooms and collaboration technologies.
• Ensure software licensing records are accurate and maintained.
• Maintain and improve Service Desk documentation and knowledge base articles.
• Ensure accurate asset and software inventory records to support audit and compliance readiness.
• Act as primary escalation point for complex end-user issues.
• Perform basic administrative support duties as needed.

Skills

Customer service

Communication

Problem solving

Teamwork

Independent work

Documentation

Asset management

Compliance

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

Microsoft 365

Azure

Windows 11

macOS

iOS

Microsoft Teams Rooms

Job description

Bertrandt US INC is seeking an experienced IT Service Desk Analyst to own and manage the Service Desk queue and provide in-person desktop and phone support to end users. You will diagnose issues, escalate where needed, and drive small- to mid-sized IT projects across multiple locations.

The role requires strong customer service, hands-on experience with Microsoft 365/Azure, Windows 11, macOS, iOS, and Teams Rooms.