IT Service Desk Analyst

About the role

We are seeking an IT Service Desk Analyst to provide first-level technical support for end users across a global organization. This role serves as the primary point of contact for employees experiencing IT-related issues and is responsible for delivering exceptional customer service via phone, email, and chat. This position is an excellent opportunity for an entry-level IT professional to gain hands-on experience supporting enterprise technologies within a large, global environment.

Responsibilities

• Provide Tier 1 technical support to end users via phone, email, and chat.
• Create, document, and manage incidents and service requests using ServiceNow.
• Troubleshoot and resolve common issues related to Microsoft 365 applications and services.
• Support users during ongoing Microsoft 365 migration initiatives.
• Handle user account administration tasks, including access requests and password resets.
• Provide Active Directory support, including user account management and group membership updates.
• Troubleshoot hardware, software, and basic break/fix issues.
• Assist users with SAP-related access and application support requests.
• Escalate complex issues to appropriate support teams while ensuring timely follow-up and resolution.
• Document troubleshooting steps and resolutions to maintain accurate support records.
• Deliver a high level of customer service while managing multiple priorities in a fast-paced environment.

Requirements

• Strong customer service and communication skills.
• Basic understanding of Microsoft 365 applications and services.
• Familiarity with Active Directory user administration.
• Ability to troubleshoot common desktop hardware and software issues.
• Strong problem-solving skills and attention to detail.
• Ability to work effectively in a team-oriented environment.

Preferred Qualifications

• Previous Service Desk or Help Desk experience in an enterprise environment.
• Experience using ServiceNow or another ITSM/ticketing platform.
• Exposure to Microsoft 365 migrations or support activities.
• Familiarity with SAP support processes.
• Associate's degree, technical certification, or equivalent IT experience.

Why Join?

Gain experience supporting a large global organization. Work with enterprise technologies including Microsoft 365, Active Directory, ServiceNow, and SAP. Develop foundational IT support skills in a collaborative environment. Excellent opportunity for recent graduates or entry-level IT professionals looking to advance their careers.

Pay

The pay range for this position is $18.00 - $20.00/hr.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Schedule

This is a fully onsite position in Oshkosh, WI.