Enterprise Service Desk Analyst

Astrion • Huntsville, AL

4d • Onsite

About The Position

Astrion is hiring an Enterprise Service Desk Analyst to support enterprise IT operations and end-user support services at its Huntsville, Alabama location. This is an onsite role supporting internal users and mission operations in a fast-paced enterprise IT environment. The analyst contributes to daily service desk activities and supports enterprise infrastructure, cybersecurity, and end-user computing operations while collaborating with cybersecurity, infrastructure, and compliance teams. The position also offers opportunities to support enterprise modernization and continuous improvement initiatives.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field and at least 2 years of relevant IT experience, or an associate degree and at least 5 years of related experience.
• At least 2 years of experience in a Service Desk Analyst or IT support role.
• Current relevant IT industry certifications that meet DoD 8140 requirements; CompTIA Security+ is preferred.
• Active Secret security clearance.
• Strong understanding of Windows 11 environments, Microsoft Office 365, Azure Gov, and enterprise IT support operations.
• Experience with Microsoft Defender, Intune, remote support tools, and Microsoft Entra ID.
• Ability to diagnose and resolve advanced technical issues involving workstations, mobile devices, VPN connectivity, MFA, and enterprise applications.
• Experience managing and prioritizing Help Desk tickets in a fast-paced enterprise environment.
• Excellent customer service, communication, and leadership skills.
• Ability to work collaboratively with infrastructure, cybersecurity, and compliance teams.
• Strong organizational skills and ability to manage multiple priorities and escalations.
• Ability to provide onsite support Monday through Friday at the Huntsville, Alabama office.

Nice To Haves

• Experience with ManageEngine ServiceDesk Plus/Pro and BeyondTrust Remote Support.
• Experience supporting hybrid cloud environments, including Microsoft Azure or AWS.
• Background in Windows Server and Linux administration; RHEL is preferred.
• Experience with enterprise network administration and troubleshooting.
• Experience with IT asset management and configuration management processes.
• Prior experience supporting cybersecurity compliance audits and documentation collection.

Responsibilities

• Contribute to daily Enterprise Service Desk operations and ensure timely resolution of end-user support requests.
• Provide technical support for hardware, software, mobile devices, and enterprise applications.
• Manage and prioritize Help Desk tickets while maintaining excellent customer service standards.
• Support workstation setup and provisioning, including operating system installation, updates, and Azure enrollment.
• Configure, maintain, and troubleshoot company laptop and desktop systems and related IT peripherals.
• Support user account administration, including password resets, MFA enrollment, and Office 365 account management.
• Assist users with VPN connectivity, remote access, and enterprise collaboration tools.
• Provide onboarding support for new employees, including workstation setup and initial credential distribution.
• Troubleshoot hardware, software, printer, and connectivity issues.
• Support enterprise asset management and configuration management processes.
• Coordinate with Cyber Operations teams to assist with malware remediation, endpoint investigations, and cybersecurity incident response activities.
• Collaborate with the Enterprise IT Service team to communicate end-user requirements and support infrastructure upgrades.
• Assist Cybersecurity Compliance teams with audits, evidence collection, and policy compliance activities.
• Document technical procedures, troubleshooting steps, and recurring support solutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level