Service Desk Analyst - Little Rock, Arkansas

St. Paul•Little Rock, AR

23h•$65,000 - $80,000•Onsite

About The Position

SunStream Business Services, a leading managed IT service provider that supports Farm Credit lending institutions, is seeking a dedicated Service Desk Analyst to provide onsite support Monday through Friday (40 hours per week) for a financial services and banking client with multiple locations in and around Little Rock, Arkansas. In this role, you’ll serve as the first line of support for applications, workstations, printers, peripherals, and handheld devices, while also assisting with employee onboarding and offboarding. You’ll interact directly with customers both in person and over the phone, troubleshooting and resolving technical issues with professionalism and care. A customer‑centric mindset and attention to detail are just as essential as your technical expertise, ensuring exceptional service for both internal and external users.

Requirements

Associate’s degree in Applied or Computer Science or 2 additional years of experience.
3 years of related experience
Certifications in A+, MD-100 Windows 10, MS-900 Microsoft 365 Fundamentals
Or an equivalent combination of education and experience sufficient to perform the essential functions of the job
Familiarity with ITIL concepts
Strong customer service mindset with ownership of first‑line support.
Proficiency in Active Directory and Azure AD / Entra ID administration.
Experience supporting end‑user hardware and peripherals (laptops, docks, monitors, printers, mobile devices, A/V accessories).
Skilled in both remote troubleshooting and onsite support.
General understanding of networking concepts.
Hands‑on experience with Windows, Microsoft 365, and core Office applications.
Proficient in troubleshooting Outlook, Teams, Excel, PowerPoint, SharePoint Online, OneDrive, and OneNote.
Familiarity with ITIL processes, including incidents, service requests, problems, and change management.
Strong communication skills and ability to meet SLAs while keeping users informed.
Commitment to confidentiality, security, and data integrity.
Strong interpersonal skills with the ability to work effectively with executives and end users.
Skilled in de‑escalation and handling difficult conversations professionally.
Excellent time management, prioritization, and ability to work independently.
High attention to detail and adherence to documentation and processes.
Dependable, accountable, and proactive in taking ownership of issues.

Nice To Haves

Working knowledge of Teams Phone (preferred).

Responsibilities

Deliver first‑level support for applications, workstations, printers, peripherals, and handheld devices.
Assess impact and urgency to classify issues appropriately.
Troubleshoot and resolve technical problems or escalate efficiently to the correct team.
Participate in testing solutions to confirm successful resolution.
Create, modify, and remove user access across multiple systems with accuracy and timeliness.
Manage security groups, distribution lists, and application or folder permissions using various administrative tools.
Assist with research, evaluation, and implementation of new tools, processes, and technologies.
Support data gathering, analysis, testing, and project delivery activities.
Draft and distribute internal and external technical communications.
Create and maintain Knowledge Base articles and documentation.
Follow established standard operating procedures to ensure consistent service delivery.