IT Service Desk Analyst

About the role

Television network. Great culture with a supportive, team-first environment. Strong benefits package and long-term stability.

Responsibilities

• Provide Level 1 technical support by phone, email, remote support, and in person.
• Troubleshoot hardware, software, Microsoft 365, printing, mobile-device, and user-access issues.
• Own assigned tickets from initial contact through resolution or escalation.
• Document, categorize, prioritize, and update requests in the ITSM system.
• Respond to tickets according to established SLAs and escalation procedures.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office.
• Assist with Active Directory and Microsoft Entra ID tasks, including password resets, account lockouts, group membership, and basic access requests.
• Manage devices and users in Intune.
• Assist with employee onboarding, transfers, and offboarding.
• Configure, deploy, troubleshoot, and replace Windows and Apple computers and peripherals.
• Install approved software according to IT policies.
• Support iPhones, iPads, Android devices, MFA, email, and approved applications.
• Install and troubleshoot printers, scanners, and common office technology.
• Maintain accurate IT asset and equipment records.
• Create and maintain Help Desk procedures and knowledge base articles.
• Identify recurring issues and recommend improvements to Help Desk processes.
• Escalate advanced issues to the appropriate IT teams with complete troubleshooting documentation.
• Assist with IT deployments, upgrades, office moves, and other assigned projects.
• Participate in the Help Desk on-call rotation.
• Escalate issues to management as needed.
• Work collaboratively with the Help Desk team under the Help Desk Manager’s leadership.

Requirements

• Previous professional Help Desk, Service Desk, Desktop Support, or Technical Support experience.
• Experience supporting Windows 11 and Microsoft 365.
• Experience with Active Directory and familiarity with Microsoft Entra ID.
• Experience supporting computers, printers, mobile devices, and common office technology.
• Experience using an IT ticketing or ITSM system.
• Strong troubleshooting, documentation, communication, and customer-service skills.
• Ability to prioritize multiple requests and recognize when to escalate an issue.
• Ability to work independently and collaboratively within an IT team.

Qualifications

• CompTIA A+, Security+, or Microsoft certification (preferred).
• Microsoft Intune certification or experience (preferred).
• Microsoft 365 administration certification or experience (preferred).
• macOS support experience (preferred).
• Remote-support tool experience (preferred).
• Education: Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience and technical training.

Pay

Salary: $50,000 - $55,000 per year

Benefits

Strong benefits package and long-term stability.

Schedule

Ability to sit at a workstation for extended periods. Normal range of hearing and vision. Ability to work shifts as scheduled. Availability for extended hours during special fundraising events, including weekends and on-call support. Travel between organization locations is required, along with occasional evening, overnight, weekend, and after-hours support, especially during fundraising events.