Service Desk Analyst, Temp - Energy

Job Title

Provide first and second-level technical support across a modern enterprise environment.

This role is responsible for troubleshooting hardware, software, and user access issues, with a strong emphasis on Microsoft cloud technologies, identity management, and end-user experience.

The ideal candidate brings hands-on experience supporting Microsoft 365, managing user identities in Microsoft Entra , and resolving authentication and access-related issues in a fast-paced environment.

Key responsibilities include:

• Respond to and resolve technical support requests via phone, email, and ticketing system using Service Now
• Excellent communication skills are a must (face-to-face, written, and telephone)
• Good organizational skills, able to handle projects and prioritize tasks as they present themselves
• Troubleshoot and support end-user issues across Windows devices, applications, and enterprise systems
• Install, configure, upgrade, and remove software (Windows 10/11, Microsoft Office applications)
• Provide hardware support including troubleshooting, imaging, and deployment of desktops and laptops
• Support mobile devices and tablets including setup, configuration, and issue resolution

Microsoft Cloud & Identity Administration:

• Administer and support Microsoft 365 services including Exchange Online, Teams, and SharePoint Online
• Manage user accounts, groups, and access in Microsoft Entra  on-premises Active Directory
• Perform user lifecycle management (joiner, mover, leaver processes)
• Assign, manage, and audit Microsoft 365 licenses
• Troubleshoot authentication and access issues, including:
• Multi-Factor Authentication (MFA) challenges
• Account lockouts and login failures
• Conditional access and access-related issues

Collaboration & Communication Tools:

• Administer and troubleshoot collaboration platforms including:
• Microsoft Teams
• Cisco Webex / Call Manager
• Support SharePoint Online site creation, permissions, and troubleshooting

Endpoint & Systems Support:

• Support endpoint management tools such as Microsoft Intune and/or SCCM
• Maintain and support asset management systems (e.g., LANDesk, SCCM)
• Provide support for Lenovo Think Pad laptops and Dell Opti Plex desktops

Customer Experience & Operations:

• Deliver excellent customer service through clear communication (written, verbal, and in-person)
• Conduct new hire IT orientations covering systems, access, and support processes
• Prioritize and manage multiple tasks, incidents, and requests effectively
• Follow ITSM best practices including proper ticket documentation, prioritization, and SLA adherence
• Escalate complex issues to appropriate teams as needed

Educational Requirements:

4-year Degree in Information Systems /Computer Science or Associates/Computer Certification.

Required

Work Experience:

Minimum 2 Year's Service Desk experience, some server administration a plus.

Experience/Qualifications/

Education Required:

Experience:

• Minimum 2+ years of Service Desk or IT Support experience
• Hands-on experience with:
• Microsoft 365 administration
• Microsoft Entra  / Active Directory user management
• Troubleshooting login, access, and MFA-related issues
• Experience with Service Now or similar ticketing systems
• Familiarity with Microsoft Azure portal and basic administration concepts is a plus

Additional Requirements:

• Ability to work flexible hours, including occasional evenings or weekends
• Strong organizational and time management skills
• Ability to work independently and collaboratively in a team environment
• Strong problem-solving and analytical skills
• Understanding of security best practices (least privilege access, handling suspicious activity, etc.)

Dynamic Energy is an equal opportunity employer. Dynamic Energy does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, familial status or any other characteristic protected by law.