Service Desk Analyst

ASM Research • San Antonio, TX

7d

About The Position

We are seeking a skilled Help Desk Specialist II to join our Service Desk team supporting Platform Operations and Managed Application Services for a federal client. This role provides "Tier 1" technical support, user account administration, troubleshooting assistance, and customer service to ensure efficient and secure operations across the client environment. You will serve as a primary point of contact for end users, collaborate with internal technical teams, and assist in improving Service Desk processes and documentation. You will also join the Service Desk on-call rotation.

Requirements

• Experience in a Service Desk, IT Support, or Help Desk environment.
• Strong analytical and customer service skills.
• Ability to document procedures and create end-user guides.
• Experience working with cross-functional technical teams.
• Excellent written and verbal communication skills.
• Proficiency supporting the following technologies: Windows Active Directory (user administration, group memberships, password resets), ServiceNow or equivalent ITSM platform, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, CoPilot), Remote desktop troubleshooting tools, Cisco VPN (end-user support), zScaler access and connectivity support.

Nice To Haves

• Experience in a federal contracting environment.
• Familiarity with ITIL or ITSM best practices.
• Experience producing operational metrics and dashboard reports.
• Exposure to enterprise security tools and configurations.

Responsibilities

• Triage, assign, investigate, and resolve user incidents related to Platform Operations and Managed Application Services.
• Support in-depth troubleshooting sessions with internal teams, Accenture resources, and client stakeholder groups.
• Perform account creation, updates, password resets, and access provisioning in Active Directory and project ITSM tools.
• Assist users with VPN connectivity and zScaler login challenges.
• Document all actions, interactions, and resolutions in the ITSM platform.
• Route requests and escalate issues to technical teams as needed.
• Answer customer calls and major incident escalation calls.
• Develop clear user guides and knowledge articles for internal and client use.
• Support continuous improvement of Service Desk processes and service quality, including leveraging AI.

What This Job Offers

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