Service Desk Systems Analyst

Concept Plus, LLC•Dayton, OH

57d•Onsite

About The Position

Concept Plus is seeking a Service Desk Systems Analyst. This position supports a client Customer Service Team with on-site technical assistance at customer locations. Support is provided Monday–Friday, 0600–1800, through phone, email, self-service tickets, walk-ins, and on-site visits. Limited travel to customer sites may be required.

Requirements

Associate degree or higher in Computer Science, Information Technology, or a related field (or equivalent experience).
Minimum of 3 years of experience in a help desk or technical support role.
Must be able to meet requirements for DOD 8140 IAT 1 Certification (CompTIA A+, CompTIA Network +, CCNA Security, SSCP, or CND) within 6 months of hire
Working knowledge of networks and standard system/server architecture.

Nice To Haves

ITIL Foundations Certification preferred.
Microsoft/Azure certifications are a plus.

Responsibilities

Provide Tier 1.5 and Tier 2 desktop support for faculty, staff, and classroom technologies.
Respond to and document user requests related to system performance, applications, and connectivity.
Troubleshoot hardware, software, and network issues, including account and security concerns.
Install, configure, and deploy computers, peripherals, and related hardware (PCs, Macs, printers, drives, cards, peripherals).
Create user accounts and support/troubleshoot identity and access provisioning.
Support commonly used software such as Microsoft 365, web browsers, antivirus tools, Adobe products, and other standard applications.
Perform remote diagnostics to identify issues and take corrective action.
Log and manage all service activity using ServiceNow ITSM.
Escalate unresolved or complex issues to specialized support teams as needed.
Initiate and track warranty repair actions.
Conduct follow-up to confirm successful issue resolution and customer satisfaction.
Assist with basic network tasks, including cabling patching, switch port configuration, and endpoint connectivity.
Act as an early responder to potential security-related incidents.