Service Desk Systems Analyst, IT Support & Customer Service
Overview
The role owns on-site and remote desktop support for faculty, staff, and classroom tech at client locations, with a service window that covers mornings to evenings Monday through Friday. You will work within a collaborative team to resolve hardware, software, and network issues and document actions in ServiceNow. This position offers a path to advanced IT support skills and security awareness while supporting mission-critical environments.
What You'll Do10
- 1Build and diagnose Tier 1.5 and Tier 2 desktop support for Windows and Mac systems
- 2Respond to user requests related to performance, applications, and connectivity and document actions
- 3Troubleshoot hardware, software, and network issues including identity and access provisioning
- 4Install, configure, and deploy computers and peripherals across classrooms and offices
- 5Log and manage service activity in ServiceNow ITSM and escalate when needed
- 6Perform remote diagnostics and provide corrective actions to restore operations
- 7Initiate and track warranty repairs for hardware
- 8Follow up to ensure issue resolution and customer satisfaction
- 9Assist with basic network tasks such as cabling, switch port configuration, and endpoint connectivity
- 10Act as an early responder to potential security-related incidents
Requirements7
- 1Associate degree or higher in Computer Science Information Technology or related field or equivalent experience
- 2Minimum of 3 years in a help desk or technical support role
- 3Must meet DOD 8140 IAT 1 Certification within 6 months of hire from CompTIA A+ CompTIA Network+ CCNA Security SSCP or CND
- 4ITIL Foundations Certification preferred
- 5Microsoft Azure certifications are a plus
- 6Working knowledge of networks and standard system server architecture
- 7Ability to support on-site locations and occasional limited travel
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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