Service Desk Support Analyst

MS Walker•Norwood, MA

7d•$55,000 - $70,000•Onsite

About The Position

M.S. Walker is seeking a customer-focused problem solver to provide front-line technology support across the company. The role is based onsite in Norwood, Massachusetts, with occasional travel to company locations. Approximately 80 percent of the work involves Tier 1 end-user support and device setup, and 20 percent involves documentation, knowledge-base development, and support improvement. The salary range is $55,000 to $70,000 annually, based on experience and demonstrated skill. The opening is immediate. The analyst owns support requests from initial contact through resolution, providing help across hardware, software, accounts, connectivity, Microsoft 365, and devices used in office, warehouse, logistics, and manufacturing environments. The role also supports onboarding and offboarding, account access, equipment deployment, and accurate ticket and asset records. Clear communication, sound judgment, methodical problem solving, and a willingness to learn are emphasized. The position offers exposure to Microsoft 365, AI, automation, cybersecurity, ERP systems, warehouse technology, and enterprise infrastructure, with opportunities to build technical depth and explore career paths across infrastructure, cybersecurity, business applications, and automation.

Requirements

Strong critical-thinking and problem-solving skills, including the ability to break unfamiliar problems into parts and work toward resolution.
Hands-on technology experience, such as roughly one to two years in technology support or operations, a completed IT internship or co-op, or a technical role supporting systems and users in another field.
A service mindset and clear communication skills, including patience with frustrated users, the ability to explain technical topics to nontechnical people, careful listening, and follow-through until the user confirms resolution.
A basic technical foundation and comfort with Windows, Microsoft 365 applications (Outlook, Teams, Excel, and Word), and Apple devices such as iPhone and iPad.
A strong desire to learn across technology, including AI, and willingness to explore unfamiliar systems and tools such as Microsoft Copilot.
Strong organization and an understanding of how a business operates; ability to manage a steady request queue without letting items slip and interest in learning how employees use technology in their work.
Associate degree or equivalent experience; a degree in any field is welcome, and an IT-specific degree is not required.
Valid driver's license and willingness to travel occasionally between company locations.

Nice To Haves

Two or more years in help desk, desktop support, or IT operations, or experience in a formal service desk environment with defined response targets.
Experience with ticketing systems and IT service management processes.
Familiarity with Active Directory, Microsoft Entra ID, Intune, and Microsoft 365 administration.
Understanding of networking fundamentals, endpoint management, and cybersecurity basics.
Experience supporting warehouse, manufacturing, or distribution environments.
Scripting or programming experience, such as Python or PowerShell.
CompTIA A+, Network+, or Security+, or Microsoft certifications.

Responsibilities

Serve as the first point of contact for technology support requests received by ticket, phone, Teams, email, and walk-up; triage and prioritize requests, meet service targets, and maintain accurate tickets through closure.
Diagnose and resolve hardware, software, account-access, and connectivity issues; resolve issues at first contact where practical, escalate when appropriate, and maintain communication and ownership of the user relationship.
Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Excel, and Word, and help users use Microsoft Copilot.
Configure, deploy, maintain, and troubleshoot laptops, desktops, tablets, mobile devices, printers, and peripherals; assist with workstation refresh and lifecycle work and maintain accurate inventory and asset records.
Prepare equipment and accounts for new employees and complete offboarding activities and asset recovery.
Provision user accounts and access; assist with password resets, multifactor authentication setup, and account security requests; support Active Directory, Microsoft Entra ID, and Microsoft 365 user administration in accordance with security and compliance procedures.
Support warehouse, logistics, manufacturing, and office technology, including handheld devices, barcode scanners, printers, and label printers; assist with ERP and WMS access issues and coordinate with vendors and internal technical resources as needed.
Provide patient support to users with different levels of technical comfort, follow up until users confirm resolution, and promptly raise urgent or multi-user issues.
Write and maintain knowledge articles, how-to guides, and self-service resources.
Identify recurring support issues and recommend practical ways to reduce them, including tasks that may be automated.
Assist the IT team with rollouts, testing, and hardware and software deployments to end users.
Take on stretch assignments to build technical depth, including scripting as skills grow.
Travel occasionally between company locations.