Service Desk Analyst (Tier 1 & Tier 2 - IT Support and Cybersecurity Compliance)

Axiom Path•Charlotte, NC

3d•Hybrid

About The Position

The Service Desk Analyst provides Tier 1 and Tier 2 technical support to enterprise users in security-conscious and highly regulated IT environments. The role resolves technical issues, maintains reliable IT operations, and follows established cybersecurity standards and information security practices. The analyst collaborates with IT specialists, security teams, and end users to resolve incidents, improve support processes, and ensure technology services meet organizational and compliance requirements. The position is based in Charlotte, North Carolina, with a hybrid arrangement combining onsite collaboration and remote support. It is a long-term contract opportunity supporting ongoing enterprise IT operations, with exposure to Microsoft technologies, IT service management platforms, and security-conscious infrastructure.

Requirements

At least 5 years of professional experience in IT Service Desk, Help Desk, Desktop Support, or comparable enterprise technical support roles.
Practical experience in environments governed by FedRAMP, CMMC, NIST 800-171, or NIST 800-53 cybersecurity requirements.
Hands-on troubleshooting experience with Windows operating systems, Microsoft 365, enterprise applications, and end-user computing devices.
Working knowledge of Active Directory, including account administration, password management, access permissions, and user provisioning.
Understanding of networking concepts including TCP/IP, DNS, DHCP, VPN connectivity, and common network troubleshooting procedures.
Experience managing incidents, service requests, and escalations using ITSM or ticketing solutions.
Ability to distinguish first-level incidents from issues requiring advanced technical investigation or escalation.
Understanding of cybersecurity policies, identity and access controls, and procedures for handling sensitive information.
Strong verbal and written communication skills, including the ability to explain technical solutions to nontechnical users.
Ability to manage competing priorities, meet response and resolution targets, and maintain accurate service records.
Must be based in the United States and able to satisfy applicable client security and background screening requirements.

Nice To Haves

Experience supporting government agencies, federal contractors, defense-related organizations, or other highly regulated industries.
Familiarity with Microsoft Entra ID, Microsoft Intune, endpoint management, and remote access technologies.
Certifications such as CompTIA A+, Network+, Security+, ITIL Foundation, or relevant Microsoft certifications.

Responsibilities

Provide Tier 1 and Tier 2 technical assistance to enterprise users by phone, email, chat, remote support tools, and IT service management platforms.
Investigate and resolve workstation, operating system, application, hardware, and network connectivity issues.
Support Microsoft Windows, Microsoft 365, Active Directory, and enterprise applications.
Manage identity and access requests, including account provisioning, password resets, permissions, and basic access troubleshooting.
Record and manage incidents and service requests in ITSM platforms such as ServiceNow, Jira Service Management, or equivalent systems.
Diagnose technical problems, identify root causes when appropriate, and escalate complex issues to infrastructure, network, or security teams.
Maintain technical documentation, incident histories, troubleshooting procedures, and knowledge base resources.
Follow cybersecurity controls and IT operating procedures aligned with frameworks such as FedRAMP, CMMC, and NIST.
Support secure endpoint operations, remote connectivity, VPN access, and related enterprise technologies.
Meet service-level agreements, prioritize tickets effectively, and provide a positive end-user experience.