Service Desk Analyst (Tier 1 & Tier 2 - IT Support and Cybersecurity Compliance)

Axiom Path; Florida; Hybrid; USD 60,000 - 90,000; Full time

Job summary

Axiom Path, Inc. is seeking a Service Desk Analyst (Tier 1 & 2) to support enterprise users in security-conscious environments. You will address incidents, provide remote and on-site assistance, and work with IT security teams to ensure compliant IT services.

The role focuses on Windows, Microsoft 365, AD, and ITSM tooling like ServiceNow or Jira. A hybrid Charlotte-based schedule combines onsite collaboration with remote support, contributing to reliability, data protection, and compliant

Qualifications

• 5+ years in IT Service Desk or enterprise technical support.
• Experience with FedRAMP/CMMC/NIST frameworks is a plus.
• Strong Windows, Microsoft 365, AD, and enterprise app handling.
• Knowledge of networking basics and VPN connectivity.
• Ability to document incidents and maintain knowledge bases.

Responsibilities

• Provide Tier 1 and Tier 2 support via phone, email, chat, and remote tools.
• Resolve workstation, OS, app, hardware, and network issues to minimize downtime.
• Support Windows, M365, AD, and enterprise applications with reliable access.
• Manage identity and access requests, including provisioning and resets.
• Log incidents in ITSM platforms and escalate when needed.
• Document troubleshooting steps and maintain knowledge resources.
• Adhere to cybersecurity controls and FedRAMP/CMMC/NIST practices.
• Assist secure endpoint operations and remote connectivity.
• Meet SLAs and deliver a positive user experience.

Skills

Windows OS troubleshooting

Microsoft 365

End-user support

Active Directory

Networking basics

ITSM processes

Incident management

Communication skills

Security awareness

Remote support tools

Education

CompTIA A+

CompTIA Network+

Microsoft certifications

ITIL Foundation

Tools

ServiceNow

Jira Service Management

Remote support tools

Job description

Service Desk Analyst (Tier 1 & Tier 2 - IT Support and Cybersecurity Compliance)

Axiom Path is an AI-first recruiting and staffing firm delivering RPO, MSP, and direct-hire solutions to enterprise clients across the U.S. Our team of experienced recruiters, supported by purpose-built automation, moves faster and communicates better so clients get qualified talent sooner and candidates get a clear, responsive process from first contact to start date.

Job Description

Be Part Of A High-Performing Team

Join a technology support team serving organizations that operate in security-conscious and highly regulated IT environments. This opportunity involves supporting enterprise users, resolving technical challenges, and maintaining reliable IT operations while adhering to established cybersecurity standards and information security practices.

The team supports environments where service reliability, data protection, and operational efficiency are critical. Professionals in this role will collaborate with IT specialists, security teams, and end users to resolve incidents, strengthen support processes, and ensure technology services meet organizational and compliance requirements.

What's In Store For You

• Hybrid Work Arrangement: Based in Charlotte, NC, offering a combination of onsite collaboration and remote support.
• Long-Term Contract Opportunity: Contribute to ongoing enterprise IT support operations and service delivery.
• Security-Focused Environment: Gain exposure to organizations operating under federal cybersecurity and regulatory requirements.
• Enterprise Technology Exposure: Work with Microsoft technologies, IT service management platforms, and security-conscious infrastructure.
• Collaborative IT Team: Partner with technical support, infrastructure, and cybersecurity professionals to deliver dependable technology services.

How You Will Make An Impact

• Deliver responsive Tier 1 and Tier 2 technical assistance to enterprise users through phone, email, chat, remote support tools, and IT service management platforms.
• Investigate and resolve workstation, operating system, application, hardware, and network connectivity issues to minimize business disruption.
• Support Microsoft Windows, Microsoft 365, Active Directory, and enterprise applications while ensuring consistent service availability.
• Manage user identity and access requests, including account provisioning, password resets, permissions, and basic access troubleshooting.
• Track incidents and service requests using ITSM platforms such as ServiceNow, Jira Service Management, or equivalent systems.
• Diagnose technical problems, identify root causes when appropriate, and elevate complex issues to infrastructure, network, or security teams.
• Maintain accurate technical documentation, incident histories, troubleshooting procedures, and knowledge base resources.
• Follow established cybersecurity controls and IT operating procedures aligned with frameworks such as FedRAMP, CMMC, and NIST.
• Support secure endpoint operations, remote connectivity, VPN access, and related enterprise technologies.
• Meet established service-level agreements (SLAs), maintain effective ticket prioritization, and deliver a positive end-user experience.

Requirements

Are You An Experienced IT Service Desk Professional With Expertise In Enterprise Support And Cybersecurity Compliance?

• 5+ years of professional experience in IT Service Desk, Help Desk, Desktop Support, or comparable enterprise technical support positions.
• Practical experience working in environments governed by FedRAMP, CMMC, NIST 800-171, or NIST 800-53 cybersecurity requirements.
• Strong hands-on troubleshooting experience with Windows operating systems, Microsoft 365, enterprise applications, and end-user computing devices.
• Working knowledge of Active Directory, including account administration, password management, access permissions, and user provisioning.
• Understanding of fundamental networking concepts, including TCP/IP, DNS, DHCP, VPN connectivity, and common network troubleshooting procedures.
• Experience managing incidents, service requests, and escalations through established ITSM or ticketing solutions.
• Ability to distinguish between first-level incidents and issues requiring advanced technical investigation or escalation.
• Understanding of cybersecurity policies, identity and access controls, and procedures for handling sensitive information.
• Strong verbal and written communication skills, with the ability to explain technical solutions clearly to nontechnical users.
• Demonstrated ability to manage competing priorities, meet response and resolution targets, and maintain accurate service records.
• Experience supporting government agencies, federal contractors, defense-related organizations, or other highly regulated industries is highly desirable.
• Familiarity with Microsoft Entra ID, Microsoft Intune, endpoint management, and remote access technologies is preferred.
• Certifications such as CompTIA A+, Network+, Security+, ITIL Foundation, or relevant Microsoft certifications are advantageous.
• Must be based in the United States and able to satisfy applicable client security and background screening requirements.