Service Desk Analyst

Beacon Technologies is seeking a Service Desk Analyst for our client partner. The Technical Service Desk Analyst provides front-line technical support to internal users, ensuring prompt resolution of IT incidents and service requests. This role requires strong troubleshooting skills, customer service orientation, and the ability to communicate effectively with both technical and non-technical users.

Key Responsibilities:

• Serve as the first point of contact for all IT-related issues via phone, email, chat, or ticketing system.
• Diagnose and resolve hardware, software, and network problems for desktops, laptops, mobile devices, and peripherals.
• Manage and prioritize tickets in the IT Service Management (ITSM) system, escalating complex issues to higher-level support when necessary.
• Support account administration tasks including password resets, access requests, and group policy updates in Active Directory and other enterprise systems.
• Install, configure, and maintain end-user hardware and software, ensuring compliance with organizational standards.
• Provide remote and onsite support for users across multiple locations.
• Document issues, troubleshooting steps, and resolutions within the ticketing system to build the organization’s knowledge base.
• Assist with IT onboarding/offboarding, ensuring proper setup and access for new hires and departing employees.
• Participate in system upgrades, patch management, and scheduled maintenance activities.
• Contribute to process improvement initiatives aimed at enhancing service delivery and customer satisfaction.

Qualifications:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 1–3 years of experience in a technical support or service desk role.
• Strong knowledge of Windows and/or macOS operating systems, Microsoft 365, and common enterprise applications.
• Familiarity with Active Directory, Exchange, VPNs, and remote desktop tools.
• Basic understanding of networking fundamentals (DNS, DHCP, TCP/IP).
• Excellent problem-solving, communication, and time management skills.
• ITIL Foundation certification or CompTIA A+/Network+ preferred.
• Customer-focused.

Are you looking to advance your career in information technology? Beacon Technologies offers career advancement opportunities, extensive training, and excellent benefits including paying for health and dental premiums for salaried employees. In addition to providing interesting opportunities, Beacon Technologies provides that old fashioned, personal touch, so you feel like a part of the Beacon team.

Beacon Technologies, Inc. is an equal employment opportunity employer with a functioning Affirmative Action Plan. It is the policy of Beacon Technologies, Inc. to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, ethnicity, ancestry, disability, medical condition, military and veteran status, or any other characteristic protected by law.

Beacon Technologies, Inc. prohibits any such discrimination or harassment.