Service Center Analyst

About the role

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution. The Support Center Analyst provides telephone-based technical support to enterprise users across the organization. This role is ideal for a customer-focused IT professional who thrives in a fast-paced environment, takes ownership of issues end-to-end, and is committed to meeting service-level agreements (SLAs). As the first point of contact you will support technical incidents, service requests, and access management while ensuring timely resolution, clear communication, and exceptional customer experience.

Responsibilities

• Provide Tier 1 technical support for desktops, laptops, printers, and peripheral devices
• Resolve network connectivity and access issues
• Manage user accounts and diagnose, troubleshoot, and resolve technical issues via phone and ticketing system
• Open, document, and manage incidents and service requests through the enterprise ticketing system (ServiceNow preferred)
• Install, configure, and troubleshoot core software applications and hardware components
• Manage user accounts, access, permissions, security groups, and distribution lists using Active Directory Users and Computers (ADUC)
• Clearly communicate technical concepts to non-technical users
• Monitor ticket queues, prioritize workloads, and meet established SLAs
• Escalate unresolved issues to Tiers 2 or 3 when necessary
• Proactively communicate status updates and follow through to resolution

Required Skills

• Strong customer service and interpersonal skills
• Excellent verbal and written communication abilities
• Active listening and analytical troubleshooting skills
• High level of ownership and accountability
• Ability to multitask in a high-volume support environment
• Understanding of Incident, Problem, and Change Management processes

Required Experience

• 2+ years of experience at an enterprise level in Help Desk, Service Desk, Technical Support, or Call Center
• Hands-on experience supporting Microsoft Windows 11 and Microsoft Office 365
• Working knowledge of SharePoint
• Understanding of TCP/IP, DHCP, and DNS
• Experience with PC hardware, printers, and peripherals
• Experience using enterprise ticketing systems (ServiceNow preferred)

Preferred Qualifications

• Experience with one or more of the following: Windows Operating Systems, Microsoft Remote Desktop Services, VPN technologies, BeyondTrust Remote Support
• Familiarity with enterprise infrastructure and end-user computing environments
• Familiarity with Microsoft Azure cloud environments, including Azure Active Directory, cloud-based authentication, and enterprise environments
• Exposure to Microsoft Intune (Endpoint Manager) in a Tier 1 support capacity, including basic device enrollment support and assisting users with access or connectivity issues

Education & Certifications

• High school diploma or equivalent (required)
• Bachelor’s degree (preferred)
• Preferred certifications: HDI (CSA, SCA, DST), ITIL Foundation, CompTIA A+ or Network+, MCP, MCSA, or MCSE

This is a hybrid position, with an anticipated work schedule of approximately 60% onsite and 40% remote. The Support Center Analyst may be approved to work remotely but must be available to report onsite as business needs require.