Service Desk Support Analyst

Service Desk Support Analyst

Department
:
Information Technology

Reports To
:
Director of Infrastructure & Security

Location
:
Norwood, MA. Onsite, with occasional travel to company locations.

Structure
:
Roughly 80 percent Tier 1 end user support and device setup, 20 percent documentation, knowledge base, and support improvement.

Salary Range
:$55,000 to $70,000 annually, based on experience and demonstrated skill.

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. You are the first person our people come to when something is not working, and you own that request from the first message through to resolution. Most of your week is spent resolving hardware, software, and access issues, setting up devices, and keeping the support queue moving.

The rest is spent writing documentation, building out our knowledge base, and helping us make support better.

We care most about how you think. Strong critical thinking, sound judgment, and the ability to break a problem down and work it methodically matter more to us than any specific technical background. If you understand how a business runs, communicate clearly, and learn quickly, we will teach you the technology.

This is a genuine growth role. It is a strong fit for someone who wants to build a long term career in technology. You will start on the service desk, build real depth in the systems that run our business, and take on more as you are ready, with a path into infrastructure, cybersecurity, business systems, or automation as our digital transformation continues.

Prior IT experience is preferred but not required.

• About 80 percent, Tier 1 end user support
  . You are the first point of contact for technology support, working the ticket queue and handling device setup, onboarding, and day to day troubleshooting.
• About 20 percent, documentation and continuous improvement. You write knowledge articles and self service guides, keep records accurate, and help the IT team spot and fix the issues that keep coming back. This side of the role grows as you build technical depth.

Tier 1 End User Support and Device Setup (about 80 percent of the week):

• 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, One Drive, 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 , and Microsoft 365 user administration following established security and compliance procedures.
• Support warehouse, logistics, manufacturing, and office technology, including handheld devices, barcode scanners, printers, and label printers, and help users with ERP and WMS access issues, coordinating with vendors and internal technical resources when needed.
• Provide clear, patient support to users at every level of technical comfort, and follow up until the person confirms the issue is resolved.
• Recogn…