Service Desk Analyst II

About the Role

RS&H is seeking a skilled IT Service Desk Analyst to join our IT team in the Charlotte, NC office. This role supports associates directly in the Charlotte office and remotely across the United States. The position involves providing first-call resolution and customer service, developing and improving IT processes, participating in IT projects, and contributing to key results-driven objectives. The ideal candidate will have a diverse technical background with experience in PC deployment, diagnostics, repair, basic networking technologies, and Windows operating systems.

This role collaborates with business and IT teams to deliver exceptional support for a wide range of applications, hardware, and cutting-edge technologies for over 1,600 associates across 60 offices.

Responsibilities

• Monitor Service Desk email, phone, and ticketing systems for incoming requests; identify, troubleshoot, document details, and propose solutions.
• Resolve incidents and service requests using technical skills, knowledge base, documentation, or IT resources.
• Troubleshoot, research, diagnose, document, and resolve technical issues related to Windows Operating Systems, Office 365 applications, engineering production applications, collaboration systems, and basic networking technologies.
• Facilitate the escalation process and engage senior-level staff when necessary.
• Perform user account administration across multiple IT platforms.
• Execute configuration changes, updates, and upgrades to systems and applications as directed.
• Deploy, set up, and support desktops, laptops, VoIP, Unified Communication, Video Conferencing, and other technologies.
• Participate in the off-hours On-Call rotation.
• Perform other duties and projects as assigned.

Requirements

• Bachelor’s degree in computer science or a related field and three years of service desk experience, or an equivalent combination of education and experience.
• 3+ years of experience imaging, deploying, and supporting desktops, laptops, and mobile devices in a Microsoft Windows environment using Software Center and Intune.
• Knowledge of ITIL.
• Strong working knowledge of Microsoft Windows with the ability to solve complex workstation issues.
• Experience deploying software via Microsoft deployment tools.
• Ability to communicate effectively with associates throughout the firm.
• Must be a U.S. person per role requirements.

Preferred Qualifications

• Technical certifications such as CompTIA A+, Network+, and/or MCSA.
• 3+ years of experience working in an IT Support role.
• Experience implementing and developing ITSM platforms.
• Knowledge of engineering applications (AutoCAD, Revit, MicroStation, etc.).

Physical Requirements and Travel

• Flexibility to travel up to 20% or as needed to support multiple office locations.
• Ability to lift and/or move up to 50 pounds.
• Ability to sit and/or stand for prolonged periods.
• Ability to perform tasks requiring bending, twisting, kneeling, crouching, squatting, and/or crawling.
• Ability to reach horizontally and vertically for required tasks.
• Ability to transport equipment across office environments, including hallways, workstations, and shared spaces.
• Ability to use hands and tools to assemble, install, and adjust computer hardware and peripherals.
• Specific vision abilities required for close work, including viewing screens, reading labels, and configuring equipment.