Service Desk Support Analyst
About the role
M.S. Walker is seeking a sharp, curious, and customer-focused problem solver to join our Information Technology team. This role is the front line of technology support for the entire company.
Responsibilities
Serve as the first point of contact for technology support requests across the organization, arriving by ticket, phone, Teams, email, and walk up.
Own the support queue. Triage incoming requests, set priority appropriately, respond within our service targets, and keep every ticket accurate and current from open to close.
Diagnose, troubleshoot, and resolve hardware, software, account access, and connectivity issues. Escalate complex issues to the right people while keeping ownership of the user relationship and communication.
Resolve as much as possible on first contact, and know when handing an issue off is the faster path for the person waiting.
Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Excel, and Word, and help users get more value from Microsoft Copilot.
Configure, deploy, maintain, and troubleshoot laptops, desktops, tablets, mobile devices, printers, and peripherals.
Prepare equipment and accounts for new employee onboarding, and handle offboarding activities and asset recovery.
Perform workstation replacements, refresh work, and hardware lifecycle activities, and keep inventory and asset records accurate.
Provision user accounts and access, assist with password resets, multifactor authentication setup, and account security requests, and support Active Directory, Microsoft Entra ID, and Microsoft 365 user administration following established security and compliance procedures.
Provide clear, patient support to users at every level of technical comfort, and follow up until the person confirms the issue is resolved.
Recognize when an issue is urgent or affects more than one person, and raise it quickly so the team can respond.
Qualifications
Strong critical thinking and problem solving. You can take an unfamiliar problem, break it into parts, and work it to resolution.
A real service mindset. You stay patient with people who are frustrated, you tell them what is happening, and you follow through.
A solid basic technical foundation. You are comfortable with Windows and Microsoft 365 (Outlook, Teams, Excel, Word) and with Apple devices such as iPhone and iPad, and you can work through everyday technology problems methodically.
A strong desire to learn all kinds of technology. You want to understand how things work across the board, from Windows and Apple devices to networking and cloud services, and you treat an unfamiliar system as something to figure out rather than avoid.
A desire to learn and leverage AI in your own work. You are eager to use tools like Microsoft Copilot to work smarter and solve problems faster, and you want to keep building that skill as these tools evolve.
Clear communication. You can explain technical topics to nontechnical people, and you listen well.
A real understanding of how a business operates and a drive to learn how our people actually use technology to do their jobs.
A strong desire to learn and leverage AI in your own work. You are eager to use tools like Microsoft Copilot to work smarter and solve problems faster, and you want to keep building that skill as these tools evolve.
Strong organization and the ability to work a steady queue of requests, switching between them without letting anything slip.
Ownership and follow through. You see requests all the way through and keep people informed along the way.
Absolutely required: Associate degree or equivalent experience. A degree in any field is welcome. An IT specific degree is not required.
Absolutely required: Valid driver's license and willingness to travel occasionally between company locations.
Benefits
We offer a Comprehensive Benefits Plan that includes the following:
Medical & Dental Insurance
Vision Coverage
Paid-Time-Off Program
Fidelity Investments 401k
Disability, Life, Accident & Illness Insurance Packages
Discounted Fitness Memberships
Free & Discounted Work/Life Resources
Career Advancement Opportunities