IT Service Desk Analyst

About the role

The IT Service Desk Analyst II serves as a primary point of contact for SMS end-user technology support across the organization, resolving hardware, software, account, and connectivity issues in a timely, professional manner. This role focuses primarily on front-line (Tier 1) service desk operations, which represent the majority of the position, and also retains ongoing administration of the organization's SharePoint Online environment and supporting business form and workflow platforms. The role is well suited to an experienced support professional who takes ownership of issues, communicates clearly with users, and adapts to evolving tools and processes as the business grows. Approximate time allocation: 80% Service Desk / End-User Support, 20% SharePoint Online and Collaboration Administration. Work location: Hybrid; This role works a rotating onsite/remote schedule every 2 weeks. Approximately 2 days in office / 3 days remote week 1; 3 days in office / 2 days at remote week 2. Onsite location: McLean VA in our HQ office. Since 1976, SMS has specialized in modernizing legacy IT and sustaining complex enterprise environments for federal agencies. With the goal of building long-term partnerships with our customers, we invest in our employees by providing the training, tools, and support they need to keep critical missions operational, improve performance, and reduce risk. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States.

Responsibilities

• Serve as a first point of contact for incoming support requests through phone, email, ticketing system, and chat, and logging all activity accurately in the IT service management (ticketing) system.
• Diagnose and resolve Tier 1 incidents and service requests involving desktops, laptops, mobile devices, printers, peripherals, and common business applications, and escalates more complex issues to Tier 2 or the appropriate resource with complete documentation while retaining ownership through resolution.
• Provide both remote and, where applicable, on-site support to end users.
• Supports Microsoft 365 and Windows/MacBook environments, including account and password management, user onboarding and offboarding, and access provisioning in Active Directory and Entra ID (Azure AD) under established procedures.
• Responsible for meeting defined service level targets for response and resolution, maintaining a high standard of customer service and professionalism in every interaction, and contributing to and maintaining the IT knowledge base to promote consistent, repeatable solutions and reduce recurring issues.
• Required to keep tickets, tasks, and project items current and accurately updated in the IT Service management system and Notion so that work status is transparent to the team.
• Administers the organization's SharePoint Online environment, including creating and configuring sites, managing site permissions and access, and applying standard site structure and styling in line with organizational standards.
• Maintains and supports business forms and workflows built in Fillout and Notion, including creating and updating forms, supporting form-driven processes, and assisting users with related requests.
• Maintains documentation of the SharePoint Online structure, permissions model, and associated processes, and supports users with SharePoint Online and Microsoft 365 collaboration questions.
• Participates in team initiatives, process improvements, and the rollout of new tools and technologies, adapts to changing responsibilities as the department and business evolve, and follows IT security, compliance, and data-handling policies in the performance of all duties.

Qualifications

• Associate or bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
• Three or more years of hands-on IT service desk or end-user support experience.
• Demonstrated experience administering SharePoint Online (site and permission management)
• Experience with Microsoft 365 collaboration tools required.
• Experience with forms and workflow tools such as Fillout and Notion, or comparable platforms, is preferred.
• Preferred Certifications: CompTIA A+CE, Network+CE, or Security+CE; ITIL 4 Foundation or newer; Relevant Microsoft certifications such as MD-102 (Endpoint Administrator). Willingness to obtain relevant certifications as needed.