Service Desk Analyst - Join an Employee-Owned IT Team

iSuite; Atlanta (GA); On-site; USD 52,000 - 59,000; Full time

Benefits offered by this job

Employee stock ownership

Discretionary annual bonus

Health insurance

Vision insurance

401k

Paid time off

Paid holidays

Tuition reimbursement

Employee assistance program

Job summary

iSuite L.L.C. in Atlanta, GA is seeking a Service Desk Analyst to join our Information Technology team.

You will be the first point of contact for end users, delivering timely assistance, accurate ticket updates, and solutions that uphold service levels. The ideal candidate has 1+ year of help desk experience and working knowledge of Windows, Microsoft 365, Active Directory, and common business applications.

Qualifications

• 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)
• Certification: A+, Network+, AZ-900, or ITIL Foundation are a plus

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

Help desk

Customer service

Active Directory

Microsoft 365

Windows

ITSM

Education

Associate degree in IT

Tools

Halo PSA

ConnectWise

ServiceNow

Job description

iSuite L.L.C. in Atlanta, GA is seeking a Service Desk Analyst to join our Information Technology team.

You will be the first point of contact for end users, delivering timely assistance, accurate ticket updates, and solutions that uphold service levels. The ideal candidate has 1+ year of help desk experience and working knowledge of Windows, Microsoft 365, Active Directory, and common business applications.