Service Desk Analyst II
Core
Triage and resolve incoming IT service tickets via remote support, focusing on identity access, Microsoft 365 services, and hardware/software diagnostics.
Role type
Mid-level Service Desk Analyst (ITSM)
Builds
Incident resolution workflows and knowledge base articles for an enterprise IT environment
Domain
Enterprise IT Support / Managed Services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ServiceNow (ITSM), Active Directory, Microsoft Entra ID, Microsoft 365 (Exchange, Teams, SharePoint, OneDrive), Windows 10/11, macOS, networking fundamentals (TCP/IP, DNS, DHCP), remote troubleshooting, knowledge base management
Preferred skills
ITIL Foundation, HDI, CompTIA A+, MCP, KCS, PowerShell scripting, incident monitoring, Impact/Urgency matrices
Technologies
ServiceNow, Active Directory, Microsoft Entra ID, Intune, Jamf, RDP, TeamViewer, Microsoft 365, PowerShell
Responsibilities
Review and categorize ServiceNow tickets; perform remote troubleshooting and data collection; resolve simple issues within 15 minutes or escalate with diagnostic groundwork; manage identity and access requests; update knowledge base articles; monitor SLA compliance and queue health.
Seniority
Mid-level, hands-on IC