Technical Service Analyst

Vaco LLC; Columbia (MD); Hybrid; USD 50,000 - 68,000; Full time

Job summary

Vaco Recruiter Services seeks a Technical Service Analyst to provide both onsite and remote technical support in a professional enterprise setting in Columbia, MD. You will handle Windows/M365 issues, AD/Entra ID administration, MFA, and ITSM ticketing, delivering high‑quality customer service and swift resolutions.

The role requires strong communication, problem-solving, and the ability to work in a hybrid environment with clear ownership of support responsibilities.

Qualifications

• 2+ years of Help Desk or Desktop Support experience.
• Experience supporting Microsoft 365 environments.
• Familiarity with Active Directory, Entra ID and Microsoft Intune.
• Experience with ServiceNow or Freshservice ticketing systems.
• Understanding MFA technologies and end-user security support.
• Strong communication and problem-solving skills.

Responsibilities

• Provide Tier 1/2 technical support for end users.
• Troubleshoot Windows, Microsoft 365, Outlook, Teams, and account access issues.
• Support Active Directory / Entra ID user administration.
• Assist users with MFA solutions including Microsoft Authenticator and Duo.
• Manage incidents through an ITSM platform (ServiceNow, Freshservice).
• Deliver outstanding customer service across all levels of the organization.
• Maintain SLA compliance and timely ticket resolution.
• Create and maintain knowledge articles and training materials.
• Collaborate with remote IT teams to resolve escalated issues.
• Identify opportunities to improve support processes and user experience.

Skills

Help Desk

Desktop Support

Microsoft 365

Active Directory

Entra ID (Azure AD)

Intune

ServiceNow

Freshservice

MFA support

ITSM

Communication

Problem-solving

Tools

ServiceNow

Freshservice

Job description

We are seeking a customer-focused Technical Service Analyst to provide onsite and remote technical support for end users in a professional enterprise environment. This role serves as the primary point of contact for IT-related issues, delivering exceptional customer service while troubleshooting hardware, software, account access, and Microsoft technology challenges.

The ideal candidate combines strong technical troubleshooting skills with a polished, service-oriented approach. Success in this role requires the ability to support users both in person and through phone, email, chat, and ticketing systems while maintaining high standards of professionalism and responsiveness.

Key Responsibilities

• Provide Tier 1/Tier 2 technical support for end users
• Troubleshoot Windows, Microsoft 365, Outlook, Teams, and account access issues
• Support Active Directory / Entra ID user administration
• Assist users with MFA solutions including Microsoft Authenticator, Cisco Duo, and similar platforms
• Manage and resolve incidents through an ITSM platform (ServiceNow, Freshservice, or similar)
• Deliver outstanding customer service to employees across all levels of the organization
• Maintain SLA compliance and ensure timely ticket resolution
• Create and maintain documentation, knowledge articles, and training materials
• Collaborate with remote IT teams to resolve escalated issues
• Identify opportunities to improve support processes and user experience

Preferred Qualifications

• 2+ years of Help Desk, Service Desk, Desktop Support, or Technical Support experience
• Experience supporting Microsoft 365 environments
• Familiarity with Active Directory, Entra ID (Azure AD), and Microsoft Intune
• Experience with ServiceNow, Freshservice, or similar ticketing systems
• Understanding of MFA technologies and end-user security support
• Strong communication, customer service, and problem-solving skills
• Ability to work independently and manage a highly visible support environment

What Makes Someone Successful

• Professional and polished communication style
• Strong customer-service mindset with a "white glove" approach to support
• Ability to build relationships with users and leadership alike
• Comfortable handling technical issues while maintaining a positive user experienceSelf-motivated, dependable, and able to take ownership of support responsibilities