IT Service Desk Analyst

Position Overview

A manufacturing organization is seeking a customer-focused Service Desk Support Analyst to provide hands-on technical support across a large operational environment supporting nearly 1,000 employees. This role will serve as a key member of a small IT support team responsible for assisting office personnel, production-floor employees, and plant operations systems. The ideal candidate combines strong technical troubleshooting skills with a service-first mindset and enjoys working directly with end users in a fast-paced environment. This individual will support a wide range of hardware, software, access management, and device deployment initiatives while helping ensure uninterrupted business operations.

What You'll Do

• Deliver responsive technical support for employees across office and manufacturing environments.
• Troubleshoot hardware, software, account access, and device-related issues.
• Manage and resolve support tickets while maintaining detailed documentation.
• Assist users with password resets, account administration, and application access requests.
• Configure, deploy, and support desktops, laptops, printers, scanners, and other endpoint devices.
• Participate in a large-scale laptop refresh and deployment initiative.
• Support Microsoft-based applications and operating systems.
• Escalate complex issues when necessary and collaborate with other IT team members to ensure timely resolution.
• Maintain accurate records of technology assets and equipment inventory.
• Contribute to process improvements and documentation within the IT support organization.
• Provide excellent customer service in both face-to-face and phone-based support interactions.

Required Qualifications

• 2+ years of experience in a Service Desk, Help Desk, Desktop Support, or Technical Support role.
• Strong troubleshooting skills within Microsoft Windows environments.
• Experience supporting desktop and laptop hardware.
• Familiarity with Microsoft Office applications and Adobe products.
• Experience working with ticketing systems such as Cherwell, EasyVista, ServiceNow, Jira Service Management, or similar platforms.
• Ability to communicate technical concepts clearly to non-technical users.
• Strong organizational skills and the ability to manage multiple priorities.
• Demonstrated commitment to delivering exceptional customer service.

Preferred Qualifications

• Experience supporting users in manufacturing, warehouse, or production environments.
• Exposure to endpoint deployment projects or device refresh initiatives.
• Basic understanding of networking concepts.
• Technical certifications such as CompTIA A+, Microsoft, or similar credentials.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related discipline.

Work Environment

• Onsite position within a manufacturing and office setting.
• Daily interaction with employees across multiple operational departments.
• Support coverage is focused on standard daytime business hours.
• No on-call responsibility during the contract assignment.