IT Service Desk Analyst

Position Overview

Reporting to the IT Service Desk Manager, the IT Service Desk Analyst delivers technical support to employees across the organization while ensuring a high quality user experience. This role is responsible for resolving hardware, software, mobile device, and access related issues, managing endpoint devices, supporting Microsoft 365 services, and maintaining accurate documentation within ServiceNow and Confluence.

Responsibilities

• Provide end user support for hardware, software, mobile devices, Microsoft 365 applications, and related technology services.
• Manage incidents and service requests through ServiceNow, ensuring timely resolution and communication throughout the ticket lifecycle.
• Troubleshoot and resolve technical issues, escalating complex incidents when appropriate.
• Deploy, configure, maintain, and repair workstations, peripheral devices, and software applications.
• Administer user accounts, groups, licensing, and subscriptions within Active Directory, Azure Active Directory, and Microsoft 365.
• Manage corporate devices, including mobile devices, through Microsoft Intune.
• Support Microsoft Teams collaboration tools, audio and video conferencing, and telephony services.
• Monitor endpoint health and performance using NinjaOne and other management tools.
• Maintain software and hardware asset inventories, including lifecycle planning, upgrades, replacements, and compliance tracking.
• Develop and maintain knowledge base articles, technical documentation, and end user support resources.
• Partner with third party vendors and internal teams to coordinate issue resolution and service improvements.
• Identify opportunities to automate recurring administrative and operational tasks using PowerShell and other automation tools.
• Participate in IT projects, technology deployments, and continuous improvement initiatives.

Qualifications

• A qualified candidate will typically have: 1+ years of IT Help Desk, Service Desk, Desktop Support, or related internship or professional experience.
• Experience supporting Windows operating systems, Microsoft Office applications, and end user hardware.
• Strong troubleshooting, analytical, and problem solving skills.
• Excellent customer service, communication, and interpersonal skills.
• Ability to manage multiple priorities in a fast paced environment.
• Experience supporting Apple iOS and Android mobile devices.
• Experience with Microsoft Intune, Active Directory, Azure Active Directory, and Microsoft 365 administration preferred.
• Experience using ServiceNow or a similar ticketing platform preferred.
• Exposure to PowerShell scripting or automation tools preferred.
• Familiarity with endpoint monitoring and management solutions such as NinjaOne preferred.
• Experience with AI enabled productivity tools, including Microsoft Copilot, is a plus.
• Bachelor's degree in Computer Science, Information Systems, or a related field preferred.

Pay & Benefits

The hourly pay range for this position is $27.65 - $34.19 - $42.76. Offers near the high end are uncommon but may be considered for candidates with exceptional experience and skills and are dependent on the facts and circumstances of each case. You may be eligible for an annual discretionary bonus and an annual discretionary stock award, to be discussed during the interview process. An annual pay rate and total compensation package is generally determined by the candidate's experience, knowledge, education, skills, performance, and abilities, as well as internal equity, company performance, and alignment with market data. We offer a best-in-class benefits package that includes healthcare, dental, and vision insurance for employees and eligible dependents. Our 401(k)-retirement plan has a company match of 50% up to 6% of eligible compensation. Realty Income also offers other wellness, financial, and work/lifestyle-specific benefits, along with a generous PTO accrual; in addition to 12 paid holidays, and paid volunteer time.