IT Service Desk Analyst

SIXT • Fort Lauderdale, FL

7d

About The Position

SIXT is seeking an IT Service Desk Analyst to provide frontline technical support to employees across its North American operations. The role troubleshoots hardware, software, connectivity, and account-related issues, manages support requests, and collaborates with IT teams to ensure employees have the tools and technology they need. It suits someone who takes ownership of problems, works with urgency, and enjoys helping others.

The analyst provides Level 1 and Level 2 support through phone, chat, email, and ticketing systems; manages assigned tickets from request through resolution; configures and deploys end-user devices; and manages user accounts and access. The role also supports Microsoft 365 applications, escalates complex issues, maintains knowledge base articles, documents solutions, supports new employee onboarding, and participates in scheduled coverage.

Requirements

• At least 2 years of experience providing Level 1 or Level 2 technical support in a Help Desk, Service Desk, or similar IT support environment.
• Hands-on experience diagnosing and resolving Windows device, software, hardware, printer, and network connectivity issues.
• Experience supporting Microsoft 365 applications and Active Directory or Microsoft Entra ID.
• Familiarity with Microsoft Intune or Autopilot.
• Experience using IT ticketing systems, managing support requests, documenting resolutions, and following service level agreements and escalation procedures.
• Associate degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Strong communication and organizational skills, a customer-focused mindset, and the ability to prioritize requests, remain calm under pressure, and take ownership of issues through resolution.

Nice To Haves

• CompTIA A+, Network+, or similar certifications.

Responsibilities

• Provide Level 1 and Level 2 technical support through phone, chat, email, and ticketing systems.
• Troubleshoot hardware, software, connectivity, and user account issues.
• Manage assigned support tickets from initial request through resolution, with accurate documentation, timely follow-up, and compliance with service level agreements.
• Configure, image, and deploy laptops, desktops, and other end-user devices using Microsoft Intune, Autopilot, and standard provisioning processes.
• Manage user accounts and access through Microsoft Entra ID and Active Directory, including onboarding, offboarding, password resets, and group membership.
• Troubleshoot Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive; escalate complex technical issues to appropriate IT teams.
• Maintain knowledge base articles and document technical solutions.
• Support new employee onboarding.
• Participate in scheduled coverage to ensure consistent IT support.

Benefits

• Medical, dental, and vision coverage, life insurance, and wellness benefits.
• Paid time off and sick leave.
• Career growth opportunities within a growing global organization.
• Discounts on SIXT vehicle rentals for employees.
• Collaborative international working environment.
• Opportunities to expand technical skills.
• 401(k) with company match.
• Additional employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree