Service Desk Support Analyst

MS Walker•Norwood, MA

9d•$55,000 - $70,000•Onsite

About The Position

M.S. Walker is seeking a sharp, curious, and customer focused problem solver to join our Information Technology team. This role is the front line of technology support for the entire company. You are the first person our people come to when something is not working, and you own that request from the first message through to resolution. Most of your week is spent resolving hardware, software, and access issues, setting up devices, and keeping the support queue moving. The rest is spent writing documentation, building out our knowledge base, and helping us make support better. We care most about how you think. Strong critical thinking, sound judgment, and the ability to break a problem down and work it methodically matter more to us than any specific technical background. If you understand how a business runs, communicate clearly, and learn quickly, we will teach you the technology. This is a genuine growth role. It is a strong fit for someone who wants to build a long term career in technology. You will start on the service desk, build real depth in the systems that run our business, and take on more as you are ready, with a path into infrastructure, cybersecurity, business systems, or automation as our digital transformation continues. Prior IT experience is preferred but not required.

Requirements

Strong critical thinking and problem solving. You can take an unfamiliar problem, break it into parts, and work it to resolution.
A real service mindset. You stay patient with people who are frustrated, you tell them what is happening, and you follow through.
A solid basic technical foundation. You are comfortable with Windows and Microsoft 365 (Outlook, Teams, Excel, Word) and with Apple devices such as iPhone and iPad, and you can work through everyday technology problems methodically. We will teach the depth.
A strong desire to learn all kinds of technology. You want to understand how things work across the board, from Windows and Apple devices to networking and cloud services, and you treat an unfamiliar system as something to figure out rather than avoid.
A desire to learn and leverage AI in your own work. You are eager to use tools like Microsoft Copilot to work smarter and solve problems faster, and you want to keep building that skill as these tools evolve.
Clear communication. You can explain technical topics to nontechnical people, and you listen well.
A real understanding of how a business operates and a drive to learn how our people actually use technology to do their jobs.
Strong organization and the ability to work a steady queue of requests, switching between them without letting anything slip.
Ownership and follow through. You see requests all the way through and keep people informed along the way.
Associate degree or equivalent experience. A degree in any field is welcome. An IT specific degree is not required.
Valid driver's license and willingness to travel occasionally between company locations.

Nice To Haves

Prior IT experience of any kind, such as technical support, helpdesk, or desktop support.
Experience with ticketing systems and IT service management processes.
Familiarity with Active Directory, Microsoft Entra ID, and Intune.
Familiarity with Microsoft 365 administration, Teams, SharePoint, and Copilot.
Understanding of networking fundamentals, endpoint management, and cybersecurity basics.
Experience supporting warehouse, manufacturing, or distribution environments.
Scripting or programming experience of any kind, such as Python, PowerShell, or coursework projects.
CompTIA A+, Network+, Security+, or Microsoft certifications.

Responsibilities

Serve as the first point of contact for technology support requests across the organization, arriving by ticket, phone, Teams, email, and walk up.
Own the support queue. Triage incoming requests, set priority appropriately, respond within our service targets, and keep every ticket accurate and current from open to close.
Diagnose, troubleshoot, and resolve hardware, software, account access, and connectivity issues. Escalate complex issues to the right people while keeping ownership of the user relationship and communication.
Resolve as much as possible on first contact, and know when handing an issue off is the faster path for the person waiting.
Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Excel, and Word, and help users get more value from Microsoft Copilot.
Configure, deploy, maintain, and troubleshoot laptops, desktops, tablets, mobile devices, printers, and peripherals.
Prepare equipment and accounts for new employee onboarding, and handle offboarding activities and asset recovery.
Perform workstation replacements, refresh work, and hardware lifecycle activities, and keep inventory and asset records accurate.
Provision user accounts and access, assist with password resets, multifactor authentication setup, and account security requests, and support Active Directory, Microsoft Entra ID, and Microsoft 365 user administration following established security and compliance procedures.
Support warehouse, logistics, manufacturing, and office technology, including handheld devices, barcode scanners, printers, and label printers, and help users with ERP and WMS access issues, coordinating with vendors and internal technical resources when needed.
Provide clear, patient support to users at every level of technical comfort, and follow up until the person confirms the issue is resolved.
Recognize when an issue is urgent or affects more than one person, and raise it quickly so the team can respond.
Write and maintain clear documentation, including knowledge articles, how to guides, and self service resources for employees.
Build out our internal support documentation so common requests are resolved faster and more consistently across the team.
Spot recurring issues and patterns in support requests, and recommend practical ways to reduce them.
Assist the IT team with rollouts, testing, and hardware and software deployments as they reach end users.
Look for repetitive support tasks worth automating, bring them to the team, and assist with scripting as your skills grow.
Take on stretch assignments that build your technical depth over time.