Service Desk Analyst

Blitt and Gaines, P.C.•St. Louis, MO

6d•$45,000 - $65,000

About The Position

As a Service Desk Analyst, you will be responsible for supporting Blitt & Gaines employees and their IT needs. The Service Desk Analyst provides responsive, customer-focused technical support to ensure employees can effectively use the organization’s technology systems and services. This role serves as a primary point of contact for IT support, requiring strong communication skills, sound technical acumen, and a proactive approach to problem solving. You will diagnose and resolve hardware, software, identity and access, and application issues; accurately document troubleshooting steps and resolutions; and manage service requests and incidents through to completion. The ideal candidate builds positive customer relationships, communicates technical information clearly to both technical and non-technical customers, prioritizes requests effectively based on severity and business impact, and maintains thorough, accurate support documentation to promote consistent and efficient service delivery.

Requirements

Associate / Bachelor’s degree in a related field or equivalent job experience
Extensive experience with Microsoft products, including Windows 11, Windows Server, M365, Microsoft Teams, etc.
Advanced understanding of the PC/Laptop ecosystem, including OS installation, application installation, hardware configuration
Demonstrated problem solving abilities to quickly and effectively triage technical issues to drive resolution
Ability to respond to service desk requests after hours as needed
Strong oral and written communication skills to allow effective communication with a wide range of technical aptitude
Detail-oriented and self-motivated to quickly adjust priorities and the ability to handle multiple projects
Previous experience on a service desk or other technical customer support role
Broad knowledge of common software solutions including productivity applications (M365), communication platforms (Teams, Zoom), Chromium browsers (Microsoft Edge, Google Chrome, Firefox) and the ability to familiarize yourself with new products as necessary
Working understanding of common cybersecurity controls
Familiarity with mobile device platforms (Android/iOS) and MDM solutions to manage mobile devices

Nice To Haves

Experience with Microsoft Azure/Entra ID for identity management
Experience with Azure monitoring, backup, disaster recovery, and security technologies
Experience with Mimecast, MaaS360 or Carbon Black
Certifications (Microsoft / CompTIA)
Experience with VMWare, Thin Clients and the Igel OS, Phone Systems
Understanding of common project management methodologies would be a plus

Responsibilities

Serve as the primary point of contact for end users seeking technical assistance via phone and email, providing responsive and professional support
Own service desk tickets end-to-end, from intake and prioritization through resolution and closure, coordinating with IT staff and customers to ensure timely follow-up and resolution
Perform effective troubleshooting on issues presented by the customer providing detailed and concise problem solving steps directed at a variety of technical levels and when necessary through remote desktop control
Triage complex technical issues being cognizant of the appropriate point of escalation to Teir 2 or Teir 3 support
Provide accurate information on IT products or services
Thoroughly document troubleshooting steps and resolutions for the benefit of fellow Service Desk Analysts in future problem resolution
Identify service desk trends and frequent repeat issues looking for opportunities to streamline and improve processes
Maintain and update the Asset Inventory database to ensure accurate accountability for Britt & Gaines property
Assist in the development and maintenance of the standard Windows workstation configuration to ensure continued smooth and reliable operation for the customer
Configure devices (workstation, dock, mobile phone etc.) for new hires and EOL replacement when necessary