Service Desk Support Analyst

M.S. Walker•Norwood, MA

6d•Onsite

About The Position

M.S. Walker is seeking a curious, customer-focused problem solver to join its Information Technology team as the front line of company technology support. The role is approximately 80% Tier 1 end-user support and device setup and 20% documentation, knowledge-base work, and support improvement. The analyst owns support requests from first contact through resolution, using sound judgment to troubleshoot issues, communicate with users, and escalate when appropriate. The position is intended for someone with roughly one to two years of hands-on technology experience or equivalent experience through an internship, co-op, or related technical role. The company will provide opportunities to build technical depth and explore paths in infrastructure, cybersecurity, business applications, and automation. The position is based onsite in Norwood, Massachusetts, with occasional travel to company locations. The salary range is $55,000 to $70,000 annually, based on experience and demonstrated skill. The opening is immediate.

Requirements

Strong critical-thinking and problem-solving skills, including the ability to break down unfamiliar problems and work methodically toward resolution.
Hands-on technology experience, approximately one to two years in technology support or operations, a completed IT internship or co-op, or relevant technical experience supporting systems and users in a real work environment.
A service mindset and clear communication skills, including patience with frustrated users, the ability to explain technical topics to nontechnical people, good listening, and follow-through until resolution is confirmed.
Comfort with Windows, Microsoft 365 applications (including Outlook, Teams, Excel, and Word), and Apple devices such as iPhone and iPad; ability to work through everyday technology problems methodically.
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 queue without losing track of requests 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+, 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.
Manage the support queue by triaging requests, setting priorities, meeting service targets, and maintaining accurate ticket records through closure.
Diagnose and resolve hardware, software, account-access, and connectivity issues; resolve issues on first contact where possible and escalate when appropriate while retaining ownership of user communication.
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; support workstation refresh and lifecycle work and maintain accurate inventory and asset records.
Prepare equipment and accounts for new employees and handle 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 office, warehouse, logistics, and manufacturing 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, clear assistance to users of varying 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 improvements, including opportunities to automate repetitive tasks.
Assist with IT rollouts, testing, and hardware and software deployments for end users.
Take on stretch assignments to build technical depth, including scripting as skills develop.