IT Service Desk Analyst

This role requires a strong understanding of IT systems, the ability to diagnose and troubleshoot problems independently, and the capability to implement basic automation solutions. The analyst will have administrator rights across multiple systems, including Active Directory and Microsoft 365, and will contribute to improving IT operations through PowerShell scripting and Power Automate workflows.

Key Responsibilities:

Technical Support & System Administration

• Providing first contact support for incoming requests both in person and remote
• Manage new employee onboarding and offboarding from a hardware and software perspective, including imaging new machines, installing software, and educating staff on our platforms
• Diagnose and resolve moderate to complex IT issues independently, ensuring minimal disruption to business operations
• Use administrator-level access to manage Active Directory, Microsoft 365, and enterprise applications
• Configure and maintain user accounts, security groups, and access permissions in compliance with IT policies
• Monitor system performance and proactively address issues before they impact users
• Ensure timely response to all requests for service during and after hours, documenting each in the service desk ticketing tool
• Utilize PowerShell and Power Automate to create basic scripts and workflows that improve IT efficiency
• Identify repetitive tasks and opportunities for improvement, then develop automation solutions to streamline processes
• Work with senior IT team members to expand automation initiatives and enhance service desk capabilities
• Ensure IT systems adhere to security best practices, including identity and access management controls
• Assist in enforcing IT policies, system updates, and security patches to maintain compliance
• Collaborate with Cyber Security and Infrastructure teams to ensure that security, administration, and support is appropriate and prioritized
• Participate in IT projects that involve system upgrades, automation initiatives, and process enhancements
• Collaborate within IT and other teams to improve service delivery and implement new technologies
• Document troubleshooting procedures, automation workflows, and best practices for knowledge sharing

Qualifications

• College degree in technical/scientific discipline, 1 year of experience working in IT service fulfillment
• In lieu education, 2 years work experience in IT service fulfillment or IT operations
• Professional certifications demonstrating technical proficiency, like CompTIA A , are a plus
• Knowledge of PC hardware, Microsoft operating systems, Microsoft Office, and asset management
• Knowledge of PowerShell, PowerApps and ability to create basic automation scripts
• Experience managing Active Directory, Microsoft 365, and enterprise user permissions
• Work history evidencing superior service delivery in challenging and dynamic environments
• Experience providing structure problem solving and root cause analysis
• Compulsively organized and driven to bring order and direction to fluid environments
• Effective written and spoken communication skills.

The anticipated salary range for this position is $60,000- $63,000. Actual salary will be based on a variety of factors including relevant experience, knowledge, skills and other factors permitted by law. The total compensation package for this position may include an annual performance bonus. A range of medical, dental, vision, retirement, paid time off, and/or other benefits are available.