Description Our client is seeking a Service Support Analyst to join their team. The analyst is responsible for managing the intake, assessment, and resolution of technology-related incidents and service requests from internal users across our client's organization. Acting as a primary point of contact, the analyst provides direct end-user support while ensuring requests are logged, prioritized, and resolved in alignment with established service management processes.
Responsibilities:Task Execution and End-User Support- Respond to incidents and service requests via phone, email, chat, and self-service portals
- Log, categorize, prioritize, and resolve tickets within the ITSM platform
- Troubleshoot desktop, application, and connectivity issues
- Communicate clearly with users and provide status updates
Endpoint & Desktop Support- Support Windows laptops, desktops, and AVD
- Assist with device provisioning, refresh, and decommissioning
- Troubleshoot hardware, software, and configuration issues
- Support devices managed through centralized endpoint management platforms
Identity, Access & Administration- Perform Entra ID and Active Directory administration tasks
- Support onboarding and offboarding processes
- Manage group-based access and permissions
- Troubleshoot authentication and access issues
Endpoint Management & Security Support- Support device compliance with security baselines
- Assist with patching and endpoint protection troubleshooting
- Identify and escalate potential security incidents
Documentation & Continuous Improvement- Document all support actions and resolutions
- Maintain and contribute to knowledge base articles
- Identify recurring issues and recommend improvements
Operating Standards & Expectations- Operate within an ITIL-aligned service management framework
- Adhere to security, compliance, and data protection policies
- Meet defined service performance and documentation standards
Requirements Education & Credentials- Technical college degree, associate degree, or equivalent IT training strongly preferred
- Industry certifications such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation are a plus
Knowledge & Experience- Experience in a helpdesk, desktop support, or service desk role within an enterprise environment
- Strong knowledge of Windows
- Experience supporting endpoint management tools such as Microsoft Intune, SCCM/MECM
- Working knowledge of Microsoft 365 applications
- Experience administering Entra ID (Azure AD) and Active Directory, including user and group management
- Familiarity with ITSM platforms such as HaloITSM or ServiceNow
- Understanding of endpoint security, patching, and compliance concepts
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