Service Desk Analyst

Service Desk Analyst Beech Grove, IN Job Details Full-time From $43,000 a year 12 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Qualifications Jira Network administration Incident management GPO Phone communication BMC Remedy IT asset management Workflow management (operations management method) Meraki Network security implementation Equipment troubleshooting Application deployment Mid-level Windows Analysis skills Access control implementation Computer hardware Hardware support Customer support ticket management WAN Organizational skills macOS ServiceNow Linux Productivity software VPN management Root cause analysis Network infrastructure management Communication skills Active Directory management Mobile devices Full Job Description Overview Join our dynamic team as a Service Desk Analyst and become the first point of contact for IT support within a fast-paced, technology-driven environment. In this role, you will deliver exceptional technical assistance to end-users, troubleshoot software and hardware issues, and ensure seamless operation of IT infrastructure. Your proactive approach and problem-solving skills will help maintain high levels of user satisfaction and operational efficiency. This position offers an exciting opportunity to develop your IT support expertise while working with cutting-edge tools and technologies. Responsibilities Provide prompt and professional technical support to end-users via help desk tickets, phone, email, or remote sessions. Troubleshoot software issues across various operating systems including Windows, macOS, and Linux, ensuring quick resolution. Manage computer hardware and peripherals, including desktops, laptops, mobile devices, printers, and other IT equipment. Assist with network administration tasks such as configuring VPNs, firewalls, DNS settings, LAN/WAN connectivity, TCP/IP protocols, and network security measures like Meraki devices. Support the deployment and management of software applications using tools like SCCM (System Center Configuration Manager), GPO (Group Policy Objects), and ServiceNow or Jira for ticketing and workflow management. Perform user account management tasks within Active Directory and handle access permissions across multiple platforms. Collaborate with IT teams to resolve complex infrastructure issues involving Windows Server environments, BMC Remedy incident management system, or Microsoft Office suite. Document troubleshooting steps thoroughly in ticketing systems such as ServiceNow or Jira to ensure clear communication and continuous improvement. Assist in maintaining IT infrastructure documentation including hardware inventories, network diagrams, and configuration records. Communicate effectively with users at all levels to explain technical solutions clearly and professionally while maintaining a positive customer service attitude. Experience Proven experience providing technical support in a help desk or desktop support role within a corporate environment. Strong knowledge of operating systems including Windows (Windows 10/11), macOS, Linux distributions; familiarity with Microsoft Windows Server is a plus. Hands-on experience troubleshooting computer hardware components and peripherals as well as mobile devices. Solid understanding of computer networking concepts such as

TCP/IP, DNS, LAN/WAN

configurations, VPNs, firewalls (including Meraki), and network security best practices. Familiarity with enterprise tools like SCCM for software deployment, GPO for policy management, Active Directory for user management, and ticketing systems such as ServiceNow or Jira. Ability to analyze complex technical problems quickly using strong analysis skills to identify root causes and implement effective solutions. Excellent communication skills with the ability to explain technical information clearly to non-technical users while delivering outstanding customer service. Knowledge of help desk best practices along with experience supporting diverse operating systems including Windows and macOS environments is highly desirable. Join us in delivering top-tier IT support that keeps our organization running smoothly! Your expertise will make a real difference in empowering users through reliable technology solutions while advancing your career in a vibrant tech environment.

Job Type:

Full-time Pay:

From $43,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off

Work Location:

In person