Service Desk Analyst

Department: Information Technology - Data & Reporting

Employment Type: Full Time

Location: Washington, DC

Reporting To: Service Desk Lead

Compensation: $80,000 - $85,000 / year

Description

Key Responsibilities

• Serve as the first point of contact for IT support requests via ServiceNow, Microsoft Teams, Outlook, phone, and in person 
• Provide hands-on technical support for hardware, software, peripherals, and connectivity issues 
• Troubleshoot and resolve issues related to Windows 11, Microsoft 365, ZTNA, printers, and business applications 
• Respond to incidents and service requests within defined SLAs; escalate when necessary
• Deliver remote support using phone, video conferencing, and secure remote access tools
• Perform root cause analysis for recurring issues and recommend preventive solutions
• Build, re-image, and deploy Windows 11 devices using Windows Autopilot aligned with corporate standards 
• Configure and deploy full workstation setups (monitors, docking stations, peripherals, RingCentral phones) 
• Install and maintain required applications and endpoint security tools
• Ensure all endpoints meet security, compliance, and patching requirements prior to deployment 
• Perform hardware diagnostics, repairs, and coordinate warranty services
• Create, modify, and disable user accounts in Active Directory and Microsoft Entra ID (Azure AD) 
• Manage Microsoft 365 licenses, mailboxes, distribution lists, and shared mailboxes
• Configure and maintain access to enterprise platforms (ShareFile, RingCentral, ZTNA/FortiCloud) 
• Enforce IT and Information Security policies (password standards, MFA, least-privilege access) 
• Support Duo MFA and YubiKey setup, troubleshooting, and replacement
• Execute end-to-end IT onboarding, including account provisioning, equipment setup, and day-one readiness 
• Coordinate onboarding for both onsite and remote employees 
• Prepare, package, ship, and track IT equipment for remote users 
• Process offboarding by disabling accounts, revoking access, and coordinating equipment returns 
• Sanitize, re-image, and securely decommission devices per company policy 
• Generate shipping labels and manage inbound/outbound equipment logistics
• Maintain accurate inventory of laptops, peripherals, and IT assets 
• Track asset lifecycle (deployment, repair, reassignment, retirement) 
• Manage incoming hardware deliveries and stage equipment for deployment 
• Ensure adherence to IT, security, and change management policies (ServiceNow)
• Create and maintain technical documentation, SOPs, and knowledge base articles
• Perform daily IT operational checklists 
• Support IT Operations and Security teams with projects (disaster recovery testing, system upgrades, office moves) 
• Properly dispose of IT equipment and waste according to company procedures

Skills, Knowledge and Expertise

• High School Diploma or equivalent. Associate degree preferable, but not required
• 3+ years of experience with an IT Help Desk/Desktop Support focus
• Must have excellent, customer service, interpersonal, written and verbal communication skills.
• Very strong Experience providing email support, including Microsoft Outlook, and Office 365 applications.
• Strong working knowledge of Active Directory Authentication including user account creation, deletion and password reset functionality. 
• Experience with computer imaging and desktop operating systems, Windows  11
• Experience providing network support, including LAN, Wireless, and VPN troubleshooting
• Very strong problem solving, analytical, troubleshooting, and technical support skills
• Excellent time management skills, ability to effectively prioritize and execute tasks, multitask, ability to adapt to new technology changes, remain flexible and continue to learn new processes
• Must have very strong experience interacting with people remotely and face-to-face
• Possess a strong ability to adapt to evolving tasks and embrace continuous learning opportunities

• Experience with service desk ticketing systems
• Experience in supporting office network printers, VOIP phone system, office building security badge systems, mobile device email setup and connectivity
• Strong knowledge of computer hardware and software, including Dell, Lenovo, Apple, Microsoft, Adobe, internet browsers, etc.
• Familiarity with remote software tools
• Poven experience in successfully managing or contributing to large scale projects

• Technical Troubleshooting: Diagnoses and resolves a wide range of IT issues efficiently
• Customer Service Excellence: Delivers responsive, professional support to end users
• Problem Solving: Identifies root causes and implements effective solutions 
• Time Management: Prioritizes and manages multiple requests in a fast-paced environment 
• Adaptability & Learning Agility: Quickly adapts to new technologies and evolving processes

• Integrity: Ensures secure handling of systems, data, and user access in alignment with policies 
• Collaboration: Works closely with IT teams and end users to resolve issues and improve service delivery 
• Excellence: Provides high-quality, timely support that enhances employee productivity
• Critical Curiosity: Continuously learns new technologies and seeks opportunities to improve IT processes 

Benefits

• Great compensation package, including competitive base pay
• Discretionary annual bonus opportunity
• Invictus medical, dental and vision is covered at 100% for all tiers.  
• We offer FSA’s for healthcare, dependent care, transit and commuter costs. 
• Safe harbor 401(k) match of 4%; employees need 3-months of service to be eligible to participate. No vesting after that. 
• $80 per month cell phone reimbursement.  
• 20 Days of PTO accrued at the beginning of the year, 10 company holidays plus sick time.
• Tuition Reimbursement