Service Desk Analyst

QinetiQ US • Lorton, VA

1d

About The Position

QinetiQ US are seeking a proactive and customer-focused Service Desk Analyst to join our IT support team. The Service Desk Analyst will serve as the first point of contact for technical assistance, providing high-quality support to end users and ensuring timely resolution of IT-related issues. This role requires strong troubleshooting skills, excellent communication abilities, and a commitment to delivering exceptional customer service.

Requirements

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT support, help desk, or service desk role.
• Working knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft 365 applications, 365 Administration and Active Directory.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Experience with ticketing systems (ServiceNow) and ITSM tools.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.

Nice To Haves

• IT certifications such as CompTIA A+, Network+, or ITIL Foundation.
• Experience with remote support tools and endpoint management systems.
• Knowledge of cybersecurity best practice.
• Experience supporting cloud-based environments.

Responsibilities

• Serve as the first point of contact for all IT support requests via phone, email, and ticketing system.
• Administer Entra ID services.
• Administer SharePoint, Teams, and OneDrive services.
• Administer Exchange Online services.
• Configure and maintain Microsoft 365 applications.
• Collaborate with other IT professionals to integrate Microsoft 365 with other systems.
• Manage Microsoft 365 licenses and subscriptions.
• Ensure compliance with industry and government regulations as it pertains to Microsoft 365.
• Provide training and support to users of Microsoft 365 applications.
• Stay up to date with technology advancements and improvements in Microsoft 365.
• Log, categorize, and prioritize incidents and service requests accurately.
• Diagnose and resolve hardware, software, and network issues.
• Escalate complex issues to second- or third-line support teams as needed.
• Follow up with users to ensure resolution and customer satisfaction.
• Maintain accurate documentation of incidents, resolutions, and procedures.
• Assist with onboarding/offboarding processes (account setup, permissions, hardware provisioning).
• Support remote users using remote desktop tools.
• Contribute to knowledge base articles and continuous process improvement initiatives including, including user guides and troubleshooting procedures.
• Adhere to SLAs, KPIs, and IT service management best practices.
• Assisting with user account management tasks such as password resets and account unlocks.
• Assisting with the installation, configuration, and troubleshooting of hardware and software.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level