Service Desk Systems Analyst

Concept Plus, LLC; Huntsville (AL); On-site; USD 42,000 - 66,000; Full time

Job summary

Concept Plus, LLC in Huntsville, AL, is seeking a Service Desk Systems Analyst to provide on-site technical assistance at client locations. Work hours are Monday–Friday, 0600–1800, with on-site support, phone, email, self-service tickets, walk-ins, and occasional site visits.

You will deliver Tier 1.5 and Tier 2 desktop support for faculty, staff, and classroom technologies, respond to user requests, troubleshoot hardware, software, and network issues, and document activities in ServiceNow ITSM.

Qualifications

• Experience providing Tier 1.5/2 desktop support.
• Familiarity with ServiceNow ITSM for ticketing and incident management.
• Proficiency with Microsoft 365 and Windows/macOS environments.
• Strong communication and customer service skills.

Responsibilities

• Provide Tier 1.5 and Tier 2 desktop support for faculty, staff, and classroom technologies.
• Respond to and document user requests related to system performance, applications, and connectivity.
• Troubleshoot hardware, software, and network issues, including account and security concerns.
• Install, configure, and deploy computers, peripherals, and related hardware (PCs, Macs, printers, drives, cards, peripherals).
• Create user accounts and support/troubleshoot identity and access provisioning
• Support commonly used software such as Microsoft 365, web browsers, antivirus tools, Adobe products, and other standard applications.
• Perform remote diagnostics to identify issues and take corrective action.
• Log and manage all service activity using ServiceNow ITSM.
• Escalate unresolved or complex issues to specialized support teams as needed.
• Initiate and track warranty repair actions.
• Conduct follow-up to confirm successful issue resolution and customer satisfaction.
• Assist with basic network tasks, including cabling patching, switch port configuration, and endpoint connectivity.
• Act as an early responder to potential security-related incidents.

Skills

Desktop support

Customer service

Troubleshooting

Identity and access management

Microsoft 365

Remote diagnostics

Network troubleshooting

Account provisioning

Security awareness

Education

Tools

ServiceNow ITSM

Active Directory

Job description

About the role

Concept Plus is seeking a Service Desk Systems Analyst. This position supports a client Customer Service Team with on-site technical assistance at customer locations. Support is provided Monday–Friday, 0600–1800, through phone, email, self-service tickets, walk-ins, and on-site visits. Limited travel to customer sites may be required.

What you’ll do

• Provide Tier 1.5 and Tier 2 desktop support for faculty, staff, and classroom technologies.
• Respond to and document user requests related to system performance, applications, and connectivity.
• Troubleshoot hardware, software, and network issues, including account and security concerns.
• Install, configure, and deploy computers, peripherals, and related hardware (PCs, Macs, printers, drives, cards, peripherals).
• Create user accounts and support/troubleshoot identity and access provisioning
• Support commonly used software such as Microsoft 365, web browsers, antivirus tools, Adobe products, and other standard applications.
• Perform remote diagnostics to identify issues and take corrective action.
• Log and manage all service activity using ServiceNow ITSM.
• Escalate unresolved or complex issues to specialized support teams as needed.
• Initiate and track warranty repair actions.
• Conduct follow-up to confirm successful issue resolution and customer satisfaction.
• Assist with basic network tasks, including cabling patching, switch port configuration, and endpoint connectivity.
• Act as an early responder to potential security-related incidents.

Concept Plus is an Equal Opportunity Employer. As such, we will give your application full consideration without regard to your race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other classification protected by federal, state, or local law.