What are the responsibilities and job description for the Service Desk Analyst position at pro/source <IT>?
Job Overview
We’re looking for a highly skilled Senior IT Service Desk Analyst to join our growing IT team. This is a full-time onsite position with a unique 9/80 work schedule: 80 hours worked over 9 days, giving you every other Friday off. This role offers the opportunity to make a significant impact and serve as the right hand to the CIO in a dynamic technical environment.
Responsibilities
- Deliver Tier 1, 2, and 3 technical support for a multi-site IT service desk environment
- Manage and administer Microsoft Intune for application deployment, patch management, device imaging, and mobile device support
- Provide advanced Microsoft 365 and Exchange administration including onboarding/offboarding, mailbox management, and troubleshooting
- Support configuration, imaging, and deployment of desktops, laptops, and mobile devices
- Maintain the company’s ITSM platform (HALO Service Desk), aligning with ITIL best practices and integrating with ServiceNow
- Provide remote support via tools like Dameware
- Troubleshoot and maintain hardware (including down to the BIOS level) and software issues
- Support Windows Server environments including Active Directory, Azure AD, and Group Policy
- Collaborate with MSP partners to resolve infrastructure-level issues (e.g., servers, routers, security, cloud)
- Document IT procedures, policies, workflows, and provide white-glove service to end-users
- Participate in IT projects such as system upgrades, migrations, and process improvements
Required Qualifications
- 5-7 years of experience supporting Microsoft 365 suite and Exchange administration
- Strong hands-on experience with Microsoft Intune (endpoint management, application deployment, imaging)
- Advanced hardware troubleshooting skills and Level 2-3 Service Desk experience
- Proven ability to mentor or train junior team members
- Strong customer service and communication skills
- Experience working with highly technical users (e.g., mechanical and technical engineers)
- Proficient in ITSM tools, preferably HALO, and familiar with ITIL frameworks
Nice to Have (Preferred Skills)
- Experience writing policies and procedures; familiarity with Teams collaboration channels
- Experience with PowerBI and/or scripting (e.g., batch scripting)
- Exposure to Azure, Microsoft XDR Security, and cloud technologies
- Familiarity with networking and network troubleshooting
- Experience working with or managing MSP relationships
Interested in taking your IT support career to the next level? Apply now to join a team where your skills and initiative are recognized and rewarded.
