Service Desk Analyst - Grow with an Employee-Owned IT Team

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

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.