Service Desk Analyst

Optomi; Dunwoody (GA); On-site; USD 48,000 - 65,000; Full time

Job summary

Optomi, in partnership with a leading client, seeks an experienced IT Service Desk Technician to provide customer-focused technical support across hardware, software, mobile devices, networking, and account access. This role troubleshoots issues from initial contact through resolution and manages ServiceNow tickets in collaboration with IT and vendor teams.

Responsibilities include first-level support via ServiceNow, phone, email, and in person; own tickets to resolution; troubleshoot Windows

Qualifications

• 3+ years of IT Service Desk or customer-facing technical support experience preferred.
• iOS and Android support experience required.
• Strong experience with Windows, Microsoft 365, VPN, mobile devices, and basic networking.
• Knowledge of Active Directory, Okta, routers, switches, Ethernet, and internet connectivity.
• Strong troubleshooting, analytical, and problem-solving skills.
• Customer-focused with strong communication and service skills.
• Knowledge of ITIL/Incident Management principles.

Responsibilities

• Provide first-level technical support through ServiceNow, phone, email, voicemail, and in person.
• Own tickets from intake through resolution and appropriately prioritize requests.
• Troubleshoot Windows 11, Microsoft 365/Outlook, Edge, Chrome, VPN, Wi-Fi/network connectivity, hardware/software, and account access issues.
• Support Okta and Active Directory, including password resets, lockouts, group assignments, and application access.
• Troubleshoot iOS, Android, iPads, iPhones, RF scanners, and other endpoint devices.
• Provide remote support using tools such as BeyondTrust.
• Image, configure, and ship computers and other hardware.
• Install and support enterprise applications including Autodesk, Bluebeam, Adobe, Smartsheet, Scribe, and Grammarly.
• Maintain ServiceNow queues, create/update knowledge articles, and meet established SLA and service desk metrics.
• Collaborate with IT teams and vendors and provide peer coaching and mentoring.
• Support onsite and remote technology deployments related to future M&A activity.

Skills

Customer-focused

Troubleshooting

Communication

Analytical thinking

Ticket ownership

Team collaboration

Tools

ServiceNow

BeyondTrust

Okta

Active Directory

Microsoft 365

Windows 11

Job description

Optomi, in partnership with a leading client is eeking an experienced IT Service Desk Technician to provide customer-focused technical support across hardware, software, applications, mobile devices, networking, and account access. This role will troubleshoot issues from initial contact through resolution, manage ServiceNow tickets, and collaborate with internal IT and vendor teams.

Responsibilities:

• Provide first-level technical support through ServiceNow, phone, email, voicemail, and in person.
• Own tickets from intake through resolution and appropriately prioritize requests.
• Troubleshoot Windows 11, Microsoft 365/Outlook, Edge, Chrome, VPN, Wi-Fi/network connectivity, hardware/software, and account access issues.
• Support Okta and Active Directory, including password resets, lockouts, group assignments, and application access.
• Troubleshoot iOS, Android, iPads, iPhones, RF scanners, and other endpoint devices.
• Provide remote support using tools such as BeyondTrust.
• Image, configure, and ship computers and other hardware.
• Install and support enterprise applications including Autodesk, Bluebeam, Adobe, Smartsheet, Scribe, and Grammarly.
• Maintain ServiceNow queues, create/update knowledge articles, and meet established SLA and service desk metrics.
• Collaborate with IT teams and vendors and provide peer coaching and mentoring.
• Support onsite and remote technology deployments related to future M&A activity.

Qualifications:

• 3+ years of IT Service Desk or customer-facing technical support experience preferred.
• iOS and Android support experience required.
• Strong experience with Windows, Microsoft 365, VPN, mobile devices, and basic networking.
• Knowledge of Active Directory, Okta, routers, switches, Ethernet, and internet connectivity.
• Strong troubleshooting, analytical, and problem-solving skills.
• Customer-focused with strong communication and service skills.
• Knowledge of ITIL/Incident Management principles.