Service Desk Analyst

Isuitellc; Charlotte (NC); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

Employee Stock Ownership Program

Discretionary Annual Bonus

Health Insurance

Vision Insurance

401k with Discretionary Company Contri

Paid Time Off

Paid Company Holidays

Tuition Reimbursement Program

Employee Assistance Program

Job summary

iSuite L.L.C. is seeking a Service Desk Analyst to join our IT team in Charlotte, NC. You will be the first point of contact, handling tickets and ensuring timely resolutions for hardware, software, and network issues while maintaining high customer service standards.

The role emphasizes accurate ticket documentation, adherence to SLAs, and collaboration with ServiceDesk Lead and other teams. Relevant IT experience and certifications are valued.

Qualifications

• Associate's degree in IT or related field or equivalent hands-on experience.
• 1+ year in a help desk, service desk, or technical support role.
• Working knowledge of Windows, Microsoft 365, Active Directory, and common business applications.
• Experience with ITSM platforms (Halo PSA, ConnectWise, ServiceNow).
• Strong customer service orientation, clear written and verbal communication, attention to detail, ability to manage multiple priorities, and a willingness to learn.
• Preferred but not required certifications: A+, Network+, AZ-900, ITIL Foundation.

Responsibilities

• Respond to incoming support requests via phone, email, ticketing system, and chat.
• Diagnose and resolve Tier 1 and Tier 2 hardware, software, and network issues.
• Accurately document all interactions, troubleshooting steps, and resolutions in the ticketing system.
• Escalate unresolved or complex issues to the ServiceDesk Lead or appropriate teams in a timely manner.
• Assist with user account management in Active Directory, Microsoft 365, and other business applications.
• Support onboarding and offboarding tasks, including account provisioning, hardware setup, and access reviews.
• Image, deploy, and maintain workstations, peripherals, and mobile devices.
• Follow established procedures to ensure SLA compliance and a high level of customer satisfaction.
• Contribute to the knowledge base by creating and updating articles based on recurring issues.
• Identify trends in support requests and recommend improvements to processes or end-user training.

Skills

Customer service orientation

Written and verbal communication

Attention to detail

Multitasking

Willingness to learn

Education

Associate's degree in IT or related field

A+, Network+, AZ-900, ITIL Foundation (certifications)

Tools

Windows

Microsoft 365

Active Directory

Halo PSA

ConnectWise

ServiceNow

Job description

Information Technology Opportunity: Service Desk Analyst

iSuite L.L.C. is seeking a qualified professional to join our Information Technologyt eam. iSuite is a business support services organization formed in 2023. The organization provides business development and pursuit, estimating, safety, accounting, human resources, information technology, marketing, and training services to clients within the Architecture, Engineering, Construction (A/E/C) industry.

This shared-services company supports the IMI business units and provides a uniform, employee-based culture founded on our Support the Build mentality. This mentality aligns with our employee-owned company so that all personnel take an owner’s mindset approach to our business. iSuite is headquartered in Nashville, TN and has branches in Granite City, IL, Chesterfield, MO and Charlotte, NC.

We are currently looking for a Service Desk Analyst to join our Information Technology team located at our office in Charlotte, NC. Our ideal candidate for a Service Desk Analyst is someone who has 1+ years of experience and will serve as the first point of contact for end users seeking technical assistance, providing timely and effective resolution of hardware, software, and network issues. This role focuses on delivering high-quality customer service, accurate ticket documentation, and consistent adherence to service desk processes and SLAs.

Primary responsibilities for iSuite’s Service Desk Analysti nclude:

• Respond to incoming support requests via phone, email, ticketing system, and chat
• Diagnose and resolve Tier 1 and Tier 2 hardware, software, and network issues
• Accurately document all interactions, troubleshooting steps, and resolutions in the ticketing system
• Escalate unresolved or complex issues to the ServiceDesk Lead or appropriate teams in a timely manner
• Assist with user account management in Active Directory, Microsoft 365, and other business applications
• Support onboarding and offboarding tasks, including account provisioning, hardware setup, and access reviews
• Image, deploy, and maintain workstations, peripherals, and mobile devices
• Follow established procedures to ensure SLA compliance and a high level of customer satisfaction
• Contribute to the knowledge base by creating and updating articles based on recurring issues
• Identify trends in support requests and recommend improvements to processes or end-user training

Primary qualifications for iSuite’ s Service Desk Analyst i nclude:

• Associate's degree in IT or related field, or equivalent hands-on experience
• 1+ year in a help desk, service desk, or technical support role
• Working knowledge of Windows, Microsoft 365, Active Directory, and common business applications
• Experience with ITSM platforms (Halo PSA, ConnectWise, ServiceNow)
• Strong customer service orientation, clear written and verbal communication, attention to detail, ability to manage multiple priorities, and a willingness to learn
• Preferred but not needed certifications: A+, Network+, AZ-900, or ITIL Foundation

COMPENSATION AND BENEFITS:

• Salary Range: $50,000 - $55,000
• Employee Stock Ownership Program
• Discretionary Annual Bonus'
• Health Insurance
• Vision Insurance
• 401k with Discretionary Company Contributions
• Paid Time Off (Vacation; Sick Time)
• Paid Company Holidays
• Tuition Reimbursement Program
• Employee Assistance Program

DIVERSITY:

Our commitment to diversity and inclusion starts with us. The IMI companies strive to build a team that is truly reflective of the communities we serve in every level of our business. We know that when diverse minds and perspectives come together, the possibilities are limitless.

WHY iSuite L.L.C?

At the IMI companies, we don't just admire thinking outside of the box, we encourage it. IMI knows that to tackle the challenging projects we are faced with every day takes a team of creative problem solvers who aren't afraid to be bold. Which is why IMI companies work every day to create a work environment that gives back to our employees. Our family-first approach and commitment to work-life balance are just a couple of the things that make the IMI companies an ideal career destination.

Our philosophy is to hire talented people, provide them with the training, tools, and resources to be successful, empower them to go and contribute to the success of the company, and to reward performance. If you're ready to be a part of our team AND a part of our solution,

EOE/M/F/V/D

In compliance with Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital status, veteran status, non-job-related disability, or any other protected group status.

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