Service Desk Analyst II

Davis H Elliot Company, Inc.; Lexington (KY); On-site; USD 48,000 - 62,000; Full time

Benefits offered by this job

Disability Insurance

Life Insurance

401K with company match

Employee Stock Ownership Program

Paid Vacation

Job summary

Davis H. Elliot Company, Inc. is seeking a Service Desk Analyst II to provide intermediate-level technical support across the organization.

You will troubleshoot hardware, software, Microsoft 365, network, and mobile device issues while supporting device lifecycle management and security practices. The ideal candidate has 2–4 years of IT support experience, solid knowledge of Windows and AD, and the ability to work independently and with teams.

Qualifications

• 2–4 years of IT support or help desk experience.
• Windows, AD, and M365 fundamentals.
• Imaging and deployment of desktop, laptop, and mobile devices.
• Experience with Intune or similar MDM.
• Strong troubleshooting and communication skills.
• Pre-employment screenings required.
• Associate degree beneficial.

Responsibilities

• Provide intermediate-level technical support for Windows OS, Microsoft 365, hardware, printers, and mobile devices.
• Troubleshoot and resolve software, hardware, account access, and connectivity issues.
• Diagnose and resolve Microsoft 365, Windows, and network-related issues of moderate complexity.
• Document support activities and resolutions in the ticketing system.
• Escalate complex issues to senior technicians as needed.
• Configure, deploy, image, and maintain computers and mobile devices.
• Support hardware refresh initiatives and end-user communications.
• Manage hardware inventory and device lifecycle records.
• Ensure devices meet security standards and configurations.
• Assist with badge access systems and security cameras.
• Support user account administration and password resets.
• Coordinate with departments and vendors to resolve interruptions.

Skills

Windows OS

Active Directory

Microsoft 365

Device imaging

Intune

Troubleshooting

Communication

Independent work

IT support

Pre-employment screening

Education

Associate degree in IT/CS

Tools

Microsoft Intune

Job description

Join a team that powers communities and builds careers. Davis H. Elliot Company, Inc. is a 100% Employee-Owned company committed to excellence through continuous improvement in Safety, Quality, and Productivity for the benefit of our employee-owners, customers, and suppliers. Since 1946, Elliot has built a reputation as a trusted leader in engineering, energy delivery, technical services, and technology solutions. When you join Elliot, you're more than an employee, you're an owner with the opportunity to grow your career, make a meaningful impact, and share in our success.

Snapshot:

Davis H. Elliot Company, Inc. is seeking a Service Desk Analyst II to provide intermediate-level technical support across the organization. This role is responsible for troubleshooting and resolving hardware, software, Microsoft 365, network, and mobile device issues while supporting device lifecycle management, hardware refresh initiatives, and access-control technologies. The ideal candidate is a customer-focused IT professional with strong technical troubleshooting skills, a passion for helping users, and the ability to work independently while collaborating effectively with technology teams.

Overview:

The Service Desk Analyst II serves as a key member of the IT team, delivering technical support and maintaining a positive end-user experience across the enterprise. This position diagnoses and resolves moderate-complexity technology issues, supports the deployment and management of endpoint devices, assists with access-control systems, and contributes to continuous improvement initiatives. The role works closely with employees, technical teams, and third-party vendors to ensure reliable and efficient technology services that support business operations.

A Day in the Life:

• Provide intermediate-level technical support for Windows operating systems, Microsoft 365 applications, hardware, printers, mobile devices, and related technologies.
• Troubleshoot and resolve software, hardware, account access, and connectivity issues.
• Diagnose and resolve Microsoft 365, Windows, and network-related issues of moderate complexity.
• Document support activities, troubleshooting steps, resolutions, and recommendations within the service management system.
• Escalate complex or recurring issues to senior technical resources when appropriate.
• Configure, deploy, image, and maintain computers, laptops, tablets, and mobile devices.
• Support hardware refresh initiatives, including deployment planning, coordination, and end‑user communication.
• Manage hardware inventory and device lifecycle records.
• Ensure devices are configured according to company standards and security requirements.
• Support mobile device enrollment, management, and troubleshooting using Microsoft Intune or similar platforms.
• Assist with troubleshooting badge access systems, security cameras, and other access‑control technologies.
• Support user account administration, password resets, and access requests.
• Coordinate with internal departments and vendors to resolve technology‑related service interruptions.
• Assist with office moves, technology deployments, and equipment setup across company locations.
• Maintain technical documentation, knowledge base articles, and standard operating procedures.
• Identify recurring technical issues and recommend process improvements.
• Collaborate with infrastructure, security, application, and business teams to resolve issues efficiently.
• Provide guidance and support to Service Desk Analyst I team members as needed.
• Perform other duties as assigned.

Qualifications & Skills:

• 2-4 years of information technology support, help desk, or service desk experience.
• Working knowledge of Microsoft Windows operating systems and troubleshooting methodologies.
• Working knowledge of Active Directory and Microsoft 365 administration fundamentals.
• Experience supporting, imaging, configuring, and deploying desktop, laptop, and mobile devices.
• Experience utilizing Microsoft Intune or a similar endpoint management or mobile device management solution.
• Strong troubleshooting, analytical, and problem‑solving skills.
• Strong verbal and written communication skills with the ability to explain technical concepts to non‑technical users.
• Ability to work independently while exercising sound judgment within established guidelines.
• Ability to successfully complete pre‑employment screenings, including background and drug testing.
• Associate degree in Information Technology, Computer Science, or a related field is beneficial.
• CompTIA Network+ or similar industry certification is beneficial.
• Experience supporting hardware refresh initiatives and device lifecycle management programs is beneficial.
• Experience troubleshooting Microsoft 365, Windows, and network connectivity issues in an enterprise environment is beneficial.
• Experience supporting physical security or access‑control technologies, including badge access systems and camera systems is beneficial.
• Additional Microsoft, endpoint management, or IT service management certifications are beneficial.
• Strong desire to learn, develop, and grow within a dynamic organization.

Benefits & Culture:

Our success is based on our customers' confidence in us, our people's loyalty, hard work, and performance, and the traditions with which Mr. Davis H. Elliot began the company in 1946. We know that strong teams are built by fostering a culture of respect, collaboration, and shared success. Some of the benefits we offer our team include:

• Short-Term Disability and Long-Term Disability Insurance
• Company Paid Life Insurance w/ additional Voluntary Life Insurance
• 401K w/ company match
• Employee Stock Ownership Program
• Paid Vacation

Accessibility: If you need an accommodation as part of the employment process please contact Human Resources at
Phone: [phone] x1504

Email: [e-mail]

Equal Opportunity Employer, including disabled and veterans.
If you want to view the Know Your Rights: Workplace Discrimination is Illegal poster, click HERE
If you want to view the Pay Transparency Policy Statement, please click the link: English