Service Desk Analyst: Grow into IT Infra & Security

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

Benefits offered by this job

Medical & Dental Insurance

Vision Coverage

Paid Time Off

401k

Disability, Life, Accident & Illness

Discounted Fitness Memberships

Work/Life Resources

Job summary

M.S. Walker is seeking a Service Desk Support Analyst to join our Information Technology team in Norwood, MA.

This role is the front line for technology support across the company, handling hardware, software, and access issues, while also building out our knowledge base and documentation. You will start in a primarily Tier 1 support capacity with opportunities to grow into infrastructure, cybersecurity, or automation as our digital transformation advances.

Qualifications

• Strong critical thinking and problem solving.
• Real service mindset with patience and communication.
• Solid technical foundation with Windows and Microsoft 365; Apple devices familiarity.
• Willingness to learn across Windows, networking, and cloud services.
• Desire to learn and leverage AI tools like Microsoft Copilot.
• Clear communication to nontechnical users.
• Understanding how a business operates and how technology supports it.
• Strong organizational skills and ability to manage a steady queue of requests.
• Ownership and follow-through from issue receipt to resolution.
• Associate degree or equivalent experience.
• Valid driver's license and occasional travel between locations.

Responsibilities

• Serve as the first point of contact for technology support across the organization via ticketing, phone, Teams, email, and in person.
• Own the support queue, triage requests, set priorities, respond within targets, and keep tickets accurate.
• Diagnose, troubleshoot, and resolve hardware, software, and account issues; escalate when needed while maintaining ownership of user communication.
• Resolve on first contact when possible and know when to hand off for speed.
• Support Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint, Excel, Word) and Copilot.
• Configure, deploy, maintain, and troubleshoot devices and peripherals.
• Prepare equipment and accounts for onboarding and process offboarding and asset recovery.
• Manage hardware lifecycle, inventory, and asset records.
• Provision user accounts and access, assist with password resets and MFA, and support AD/Entra ID and M365 administration.
• Support warehouse, logistics, manufacturing, and office tech, including ERP/WMS access; coordinate with vendors as needed.
• Provide clear, patient support and follow up until resolution; raise urgent issues quickly.

Skills

Critical thinking

Customer service

Windows

Microsoft 365

Apple devices

Learning mindset

AI familiarity

Clear communication

Business awareness

Ownership

Education

Associate degree or equivalent experience

Tools

Active Directory

Microsoft Entra ID

Intune

Microsoft 365 administration

Copilot

Job description

M.S. Walker is seeking a Service Desk Support Analyst to join our Information Technology team in Norwood, MA.

This role is the front line for technology support across the company, handling hardware, software, and access issues, while also building out our knowledge base and documentation. You will start in a primarily Tier 1 support capacity with opportunities to grow into infrastructure, cybersecurity, or automation as our digital transformation advances.