Service Desk Analyst II

Reynolds Smith & Hills Inc.; Charlotte (NC); On-site; USD 60,000 - 85,000; Full time

Job summary

Reynolds Smith & Hills Inc. in Charlotte, NC seeks an IT Service Desk Analyst to support associates in-office and remotely across the U.S. The role covers first-call resolution, user account administration, and desktop/laptop deployment with Windows OS expertise.

The ideal candidate has a Bachelor’s in CS or related field and 3+ years in service desk, including imaging, Intune, and familiarity with ITIL frameworks.

Qualifications

• Bachelor’s degree in CS or related field with 3+ years of service desk experience.
• Experience imaging and deploying desktops, laptops, and mobile devices in Windows.
• Knowledge of ITIL concepts and strong communication with associates.

Responsibilities

• Monitor service desk email, phone and ticketing; troubleshoot and document details.
• Resolve incidents using knowledge bases and available IT resources.
• Troubleshoot Windows OS, Office 365, and basic networking issues.
• Escalate to senior staff when needed and administer user accounts.
• Perform configuration changes, updates and upgrades to systems.
• Deploy and support desktops, laptops, VoIP, UC, and video conferencing; participate in on-call rotation.

Skills

PC deployment

Diagnostics

Networking basics

Windows OS

Customer service

ITIL familiarity

Education

Bachelor’s degree in Computer Science or related field

Tools

Software Center

Intune

Microsoft deployment tools

Job description

Overview

RS&H is seeking a skilled IT Service Desk Analyst to join our IT team in the Charlotte, NC office, supporting Associates in that office directly and supporting the business and IT teams remotely across the United States. The role involves first-call resolution, customer service, process improvement, IT project participation, and delivering service to over 1600 associates across 60 offices. The ideal candidate has a diverse technical background with experience in PC deployment, PC diagnostics and repair, basic networking, and Windows operating systems, and is eager to expand their skillset within a dynamic team.

Responsibilities

• Monitor service desk email, phone, and ticketing systems; work with associates to identify, troubleshoot, document details, and propose solutions.
• Resolve incidents and service requests using technical skills, knowledge bases, documentation, or IT resources.
• Troubleshoot, research, diagnose, document, and resolve issues related to Windows operating systems, Office 365, engineering production applications, collaboration systems, and basic networking.
• Facilitate escalation and collaborate with senior staff when necessary.
• Administer user accounts on several IT platforms.
• Perform configuration changes, updates, and upgrades to systems and applications as directed.
• Deploy, set up, and support desktops, laptops, VoIP, Unified Communications, video conferencing, and related technologies for Associates.
• Participate in the off-hours on-call rotation.
• Other duties and projects as assigned.

Qualifications

• Bachelor’s degree in computer science or a related field and three years of service desk experience, or equivalent combination of education and experience.
• 3+ years of experience imaging, deploying, and supporting desktops, laptops, and mobile devices in a Microsoft Windows environment with Software Center and Intune.
• Knowledge of ITIL.
• Strong working knowledge of Microsoft Windows and the ability to resolve complex workstation issues.
• Experience deploying software via Microsoft deployment tools.
• Effective communication with Associates across the firm.
• US person as required by the role.

Preferred certifications and experience

• Technical certifications such as CompTIA A+, Network+, and/or MCSA.
• 3+ years of IT support experience.
• Experience in implementing and developing ITSM platforms is a plus.
• Knowledge of engineering applications (AutoCAD, Revit, MicroStation, etc.) is a plus.

Requirements for travel and physical abilities

• Flexibility to travel up to 20% or as needed to support multiple office locations.
• Ability to lift and/or move up to 50 pounds.
• Ability to sit or stand for prolonged periods.
• Ability to perform tasks requiring bending, twisting, kneeling, crouching, squatting, and crawling.
• Ability to reach horizontally and vertically for required tasks.
• Ability to transport equipment across office environments, including hallways and shared spaces.
• Ability to assemble, install, and adjust computer hardware and peripherals with hands and tools.
• Specific vision abilities required for close work, including viewing screens and reading labels.

If this sounds like the role for you and you’re ready to join an amazing team, please apply.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. Please view Equal Employment Opportunity Posters provided by OFCCP here.

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The Company

Employee-owned, RS&H is a leading architecture, engineering, and consulting firm with associates who work hard daily to create tomorrow together. We offer an exceptional journey from start to future. Our integrated teams translate experience into insight, turn challenges into opportunities, and build relationships that are strong as the buildings and infrastructure we deliver. We attribute our success to our core values: integrity, accountability, curiosity, and teamwork.