IT Service Desk Analyst

E Logic•Upper Marlboro, MD

13h

About The Position

E-Logic is seeking qualified IT Service Desk Analysts (Tier I / Tier II) to support The Prince George's County Office's centralized IT Service Desk operations. The Service Desk serves as the single point of contact for IT support services, providing technical assistance, troubleshooting, and service request fulfillment to thousands of end users across multiple agencies. This role supports a high-availability IT environment operating on call basis, delivering responsive and high-quality technical support while maintaining strict service level agreements (SLAs).

Requirements

Associate's or Bachelor's degree in Information Technology, Computer Science, or related field , or equivalent experience.
2-5 years of experience in IT Service Desk or technical support roles.
Experience supporting Windows desktop environments and enterprise applications.
Familiarity with IT Service Management (ITSM) ticketing systems .
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Ability to work in a fast-paced 24/7 service desk environment .

Nice To Haves

Experience supporting enterprise environments with large user populations.
Knowledge of ITIL framework or ITSM best practices .
Experience with technologies such as:Microsoft Windows 10/11 Microsoft 365 Active Directory / Entra ID VPN connectivity Mobile device support
Industry certifications such as:CompTIA A+ CompTIA Network+ ITIL Foundation Microsoft certifications

Responsibilities

Serve as the first point of contact for IT incidents and service requests via phone, email, chat, ticketing system, or in-person support.
Provide Tier 1 and Tier 2 technical support for hardware, software, and network-related issues.
Troubleshoot and resolve issues related to desktops, laptops, tablets, printers, mobile devices, and enterprise applications.
Deliver first-call resolution whenever possible and escalate complex issues to appropriate technical teams when required.
Log, track, update, and resolve incidents and service requests in the organization's IT Service Management (ITSM) system .
Ensure all tickets contain complete documentation, troubleshooting steps, and resolution details .
Monitor ticket queues and maintain compliance with defined service level agreements (SLAs) .
Install, configure, and support desktop operating systems and enterprise software.
Provide hardware installation and troubleshooting including peripherals, printers, scanners, and mobile devices.
Assist with workstation deployments, equipment refresh cycles, and configuration tasks.
Support account creation, password resets, and access management activities within enterprise identity platforms.
Assist users with connectivity, authentication, and remote access issues.
Provide professional, courteous, and clear communication with end users.
Deliver "white glove" customer service to maintain high customer satisfaction ratings.
Provide easy-to-follow guidance and instructions for users resolving common technical issues.
Identify recurring issues and trends and recommend improvements.
Contribute to knowledge base documentation and service improvement initiatives.
Support IT Service Management practices including:Incident Management Problem Management Change Management Knowledge Management (ITIL aligned)