IT Service Desk Analyst

• Ensure proper computer and systems operations for the end-user community
• Maintain and administer key systems
• Monitor Cherwell Service Desk tickets and resolve end-user issues and service requests within established SLAs
• Install, support, and maintain computer desktops, laptops, tablets, printers, and related hardware and software
• Image and deploy computers and peripherals for new hires
• Deploy mobile iOS devices
• Provide first- and second-level support for end users, including remote users
• Manage end-user expectations regarding SLAs
• Analyze and resolve software and hardware issues
• Provide end-user training when required
• Record information in Service Now to ensure SLA-compliant resolution and compliance with EMCOR IT SOPs
• Manage IT assets and keep asset management systems up to date
• Manage asset disposal pickups
• Support field offices and travel to field offices when required
• Administer backups, manage nightly backups, and perform monthly restore tests

• Bachelor’s in computer science or equivalent work experience
• Minimum 2-3 years of help desk experience required
• Experience with Service Now preferred
• Knowledge and experience supporting Microsoft OS through Windows 11, including computer imaging and desktop/laptop hardware
• Experience with Windows Autopilot
• Experience with MDM platforms (Intune Preferred)
• Proficient with handling iOS devices (break/fix) and set up
• Good understanding of Microsoft O365 suite and tools
• Strong documentation skills with both writing procedures and setup documentation
• Basic network troubleshooting skills (TCP/IP, DNS, DHCP)
• Ability to work with minimal supervision, be self-motivated, and multitask
• Ability to communicate effectively in writing and orally with end-users and technical teams
• Ability to write and revise standards and procedures
• Exceptional customer service skills
• Strong attention to detail and excellent problem-solving abilities
• Proactive problem identification and solution determination
• Excellent organizational and time-management skills
• Ability to work under pressure and multitask in a rapidly changing environment
• Ability to work without direct supervision
• CompTIA Network+ certification
• CompTIA Security+ certification
• Ability to occasionally lift, move, and exert force of up to 50 pounds
• Ability to occasionally bend, kneel, crouch, crawl, and perform related physical activities

Demonstrates expertise in managing and supporting end-user computing environments, including proficiency in Microsoft OS, iOS devices, and asset management. Capable of delivering exceptional customer service while adhering to established SLAs and IT SOPs.

• Help Desk Experience
• Service Now
• Microsoft OS Support
• MDM Platforms (Intune)
• CompTIA Network+ Certification

• Windows 11 Support
• Computer Imaging
• Desktop/Laptop Hardware Support
• Windows Autopilot
• IOS Device Management
• Microsoft O365 Suite
• Basic Network Troubleshooting
• Asset Management
• Backup Administration
• Problem Solving

• Customer Service
• Attention to Detail
• Organizational Skills
• Effective Communication
• Self-Motivation

• CompTIA Network+
• CompTIA Security+

• End-User Support
• IT Asset Management
• SLA Compliance
• Remote Support
• Field Office Support

• Cherwell Service Desk
• Service Now
• Intune
• EMCOR IT SOPs