Service Desk Analyst

Invictus Capital Partners / Verus Mortgage Capital • Washington, DC

3d • $80,000 - $85,000 • Onsite

About The Position

Invictus Capital Partners is seeking an IT Service Desk Analyst to provide technical support to internal and remote employees from its Washington, DC office. The analyst is the first point of contact for technical issues and provides customer-focused desktop and help desk support for Verus Mortgage employees and Invictus Capital Partners. The role handles routine issues involving PCs, hardware, software, and network/ZTNA access, and requires strong technical, problem-solving, interpersonal, and customer-service skills. The successful candidate is self-motivated, detail-oriented, collaborative, and responsive to user requests.

This is a fully onsite position with standard business hours of 8:00 AM–5:00 PM, Monday through Friday. The analyst supports endpoints and business applications, user accounts and access, IT onboarding and offboarding, equipment logistics and inventory, technical documentation, and IT operational and security procedures. The role also supports IT Operations and Security projects and ensures equipment is prepared, maintained, and decommissioned in accordance with company policies.

Requirements

• High school diploma or equivalent; an associate degree is preferable but not required.
• At least 3 years of experience focused on IT help desk or desktop support.
• Excellent customer-service, interpersonal, written, and verbal communication skills.
• Strong experience providing email support, including Microsoft Outlook and Office 365 applications.
• Strong working knowledge of Active Directory authentication, including user account creation, deletion, and password resets.
• Experience with computer imaging and desktop operating systems, including Windows 11.
• Experience providing network support, including LAN, wireless, and VPN troubleshooting.
• Strong problem-solving, analytical, troubleshooting, and technical-support skills.
• Excellent time-management skills and the ability to prioritize and execute tasks, multitask, adapt to technology changes, and learn new processes.
• Strong experience interacting with people remotely and face-to-face.
• Ability to adapt to evolving tasks and embrace continuous learning.

Nice To Haves

• Experience with service desk ticketing systems.
• Experience supporting office network printers, VOIP phone systems, office building security badge systems, and mobile-device email setup and connectivity.
• Strong knowledge of computer hardware and software, including Dell, Lenovo, Apple, Microsoft, Adobe, and internet browsers.
• Familiarity with remote software tools.
• Proven experience managing or contributing to large-scale projects.

Responsibilities

• Serve as the first point of contact for IT support requests through ServiceNow, Microsoft Teams, Outlook, phone, and in person.
• Provide hands-on technical support for hardware, software, peripherals, and connectivity issues.
• Troubleshoot and resolve issues involving Windows 11, Microsoft 365, ZTNA, printers, and business applications.
• Respond to incidents and service requests within defined SLAs and escalate when necessary.
• Provide remote support by phone, video conferencing, and secure remote-access tools.
• Analyze root causes of recurring issues and recommend preventive solutions.
• Build, re-image, and deploy Windows 11 devices using Windows Autopilot and corporate standards.
• Configure and deploy workstation setups, including monitors, docking stations, peripherals, and RingCentral phones.
• Install and maintain required applications and endpoint security tools.
• Ensure endpoints meet security, compliance, and patching requirements before deployment.
• Perform hardware diagnostics and repairs and coordinate warranty services.
• Create, modify, and disable user accounts in Active Directory and Microsoft Entra ID (Azure AD).
• Manage Microsoft 365 licenses, mailboxes, distribution lists, and shared mailboxes.
• Configure and maintain access to ShareFile, RingCentral, and ZTNA/FortiCloud.
• Enforce IT and Information Security policies, including password standards, MFA, and least-privilege access.
• Support Duo MFA and YubiKey setup, troubleshooting, and replacement.
• Manage end-to-end IT onboarding, including account provisioning, equipment setup, and day-one readiness.
• Coordinate onboarding for onsite and remote employees.
• Prepare, package, ship, and track IT equipment for remote users.
• Process offboarding by disabling accounts, revoking access, and coordinating equipment returns.
• Sanitize, re-image, and securely decommission devices in accordance with company policy.
• Generate shipping labels and manage inbound and outbound equipment logistics.
• Maintain accurate inventory of laptops, peripherals, and IT assets and track their lifecycle.
• Manage incoming hardware deliveries and stage equipment for deployment.
• Ensure adherence to IT, security, and change management policies using ServiceNow.
• Create and maintain technical documentation, SOPs, and knowledge base articles.
• Perform daily IT operational checklists.
• Support IT Operations and Security teams with projects such as disaster recovery testing, system upgrades, and office moves.
• Dispose of IT equipment and waste according to company procedures.

Benefits

• Competitive base pay.
• Discretionary annual bonus opportunity.
• Medical, dental, and vision coverage at 100% for all tiers.
• Flexible spending accounts for healthcare, dependent care, transit, and commuter costs.
• Safe harbor 401(k) match of 4%; eligible after three months of service, with no vesting period thereafter.
• $80 per month cell phone reimbursement.
• 20 days of PTO accrued at the beginning of the year, 10 company holidays, and sick time.
• Tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED