it service desk analyst

Steampunk

<div>Overview:
<div>
We are looking for a Service Desk Functional Analyst to help with the configuration, optimization, and continuous improvement of our service desk. This role is key to ensuring that our technology infrastructure and business processes are aligned and operating at peak efficiency.</div><div></div><div> 
The ideal candidate will meet with customer to design and optimize service desk workflows, configure Service Requests in our service catalog, and identify opportunities for automation that improve efficiency and user experience.</div>
Contributions:
<ul><li>Business Process Improvement- Collaborate with key stakeholders across departments to understand business requirements and translate them into service desk workflows and process enhancements.</li><li>
Service Desk Administration &amp; Configuration- Configure and maintain service catalog requests and workflows.</li><li><ul><li>
Design and implement automated IT processes, notifications, approvals, etc. to streamline service delivery</li><li>
Analyze service desk metrics (ticket volume, resolution time, SLA compliance) to identify areas for workflow enhancement</li><li>
Gather feedback from service desk agents and end-users to continuously refine workflows and identify new automation opportunities
</li></ul></li><li>Integration &amp; Automation- Identify opportunities to bring business processes into the service desk platform, creating standardized workflows that improve productivity, tracking, and reporting. Integrate the service desk with other departments to automate repetitive tasks and enable seamless cross-departmental workflows.</li><li>
User Support &amp; Training- Create and maintain knowledge base articles, user guides, and standard operating procedures for service desk processes.</li><li><ul><li>
Provide end-user support, troubleshooting, and training for service catalog requests, ensuring staff can efficiently submit requests and understand available services.</li></ul></li></ul>
Qualifications:
<div>
Required Qualifications:</div> 
<div></div><ul><li>
Experience working in or supporting a service desk environment with understanding of service desk operations and workflows</li><li>
Experience designing service desk workflows, optimizing processes, and implementing automation</li><li>
Excellent problem-solving skills and attention to detail</li><li>
Experience collaborating with corporate teams for designing service desk workflows, optimizing processes, and implementing automation</li><li>
Experience in Design Intelligence.</li><li>
Ability to communicate complex technical concepts to non-technical stakeholders and translate business requirements into automated workflows</li><li>
Hands-on experience configuring service desk platforms and service catalogs (Fresh Service strongly preferred; ServiceNow, Remedy, or similar platforms also applicable)</li><li>
Bachelor's Degree or 4 years of relevant experience</li><li>
Must be local to DC Metro area, requires 3-4 days/week in Tysons Office</li></ul><div>
Preferred Skills:</div> 
<div></div><ul><li>
Strong project management skills with experience leading cross-functional process improvement initiatives</li><li>
Experience with APIs and integrating service desk platforms with HR, IT, and business systems</li><li>
Background in service desk operations, workflow automation, or IT service management</li><li>
Familiarity with HR and IT processes (onboarding, offboarding, access provisioning)</li><li>
Experience as a System Administrator, IT Specialist, Business Process Improvement Specialist or other related IT position.</li></ul>
About steampunk:
<div>
Steampunk relies on several factors to determine salary, including but not limited to geographic location, contractual requirements, education, knowledge, skills, competencies, and experience. The projected compensation range for this position is $60,000 to $90,000.00. The estimate displayed represents a typical annual salary range for this position. Annual salary is just one aspect of Steampunk&rsquo;s total compensation package for employees. Learn more about additional Steampunk benefits here.</div><div></div><div> 
Identity Statement</div><div>
As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.</div><div></div><div> 
Steampunk is a Change Agent in the Federal contracting industry, bringing new thinking to clients in the Homeland, Federal Civilian, Health and DoD sectors. Through our Human-Centered delivery methodology, we are fundamentally changing the expectations our Federal clients have for true shared accountability in solving their toughest mission challenges. As an employee owned company, we focus on investing in our employees to enable them to do the greatest work of their careers &ndash; and rewarding them for outstanding contributions to our growth. If you want to learn more about our story, visit http://www.steampunk.com.</div><div></div><div> 
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Steampunk participates in the E-Verify program.</div></div>

Service Desk Functional Analyst

V-ENVISAGE SOLUTIONS INC

Job DescriptionYou are the primary point of contact for internal employees or external clients seeking technical assistance. This role is responsible for diagnosing, troubleshooting, and resolving hardware, software, and network issues to ensure minimal disruption to business operations. A successful candidate balances strong technical acumen with exceptional customer service.Key Responsibilities<ul><li>Incident Management &amp; Troubleshooting:</li><li>Serve as the first line of technical support via phone, email, chat, or walk-ins.</li><li>Diagnose and resolve technical issues involving Windows/macOS operating systems, Microsoft 365, enterprise applications, and hardware (laptops, desktops, mobile devices, printers).</li><li>Walk end-users through step-by-step problem-solving processes.</li><li>Request Fulfillment &amp; Access Management:</li><li>Provision and de-provision user accounts, permissions, and distribution groups using Active Directory or Azure AD.</li><li>Configure and deploy new hardware and software for onboarding employees.</li><li>Ticket Documentation &amp; Escalation:</li><li>Log, categorize, and prioritize all incoming incidents and service requests within the ITSM ticketing tool (e.g., ServiceNow, Jira Service Management, Zendesk).</li><li>Escalate complex, unresolved issues to Tier 2/Tier 3 support or specialized infrastructure teams, ensuring accurate documentation is passed along.</li><li>Knowledge Management:</li><li>Contribute to the internal IT knowledge base by writing and updating documentation, FAQs, and user guides.</li></ul>Required Skills &amp; Qualifications<ul><li>Technical Skills:</li><li>Proficiency with Windows 10/11 and macOS environments.</li><li>Strong familiarity with Microsoft 365 administration (Outlook, Teams, SharePoint, OneDrive).</li><li>Basic understanding of networking concepts (TCP/IP, DNS, VPN, DHCP, Wi-Fi troubleshooting).</li><li>Experience using remote desktop support tools (e.g., TeamViewer, LogMeIn, BeyondTrust).</li><li>Soft Skills:</li><li>Customer-First Mentality: Exceptional empathy, patience, and active listening skills.</li><li>Communication: Ability to translate complex technical jargon into clear, user-friendly instructions.</li><li>Problem-Solving: Strong analytical and critical-thinking skills under pressure.</li><li>Time Management: Ability to multi-task and prioritize tickets in a fast-paced environment while meeting SLAs (Service Level Agreements).</li></ul>Education &amp; Experience Requirements<ul><li>Education: High School Diploma or equivalent required; Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field is a plus.</li><li>Experience: 2&ndash;5 years of experience in an IT service desk, help desk, or customer-facing technical support role.</li><li>Preferred Certifications (Highly Valued):</li><li>CompTIA A+, Network+, or Security+</li><li>ITIL 4 Foundation (highly preferred for Service Desk frameworks)</li><li>HDI-SDA (Help Desk Institute Service Desk Analyst)</li><li>Microsoft Certified: Endpoint Administrator Associate</li></ul>Pay: $26.00 - $35.00 per hourWork Location: In person

Service Desk Analyst

Infoorigin Inc

<div>Role: Service Desk 1
Location: Columbus, OH
Work Mode: Onsite (second shift position, 3:00 PM to 11:00 PM,Tuesday night through Saturday night)
Employment Type: Contract
Interview Mode: Only Video
May be asked to work overtime to cover other Staff at times however probably very seldom will happen.
Provides call center, maintenance, and documentation support to information system users and/or IT specialists (e.g., enters meta-data into repositories, performs loading validation, executes unit or system test scripts, provides maintenance support for application software, develops, organizes, files, and maintains platform specific documentation).
Knowledge of:
(1) Computers &amp; electronics
(2) Oral &amp; written communication tools &amp; techniques
(3) Customer support &amp; personal service
(4) Telecommunications (e.g., Microwave, wireless, fiberoptic)
(5) IT security principles &amp; methods
(6) Motorola MCC 7500 Radio Console
(7) MARCS tower sites safety practices (e.g., HVAC, door alarms, etc)
(8) Operating systems installation &amp; configuration procedures
(9) Network standards, protocols &amp; procedures
(10) Platform usage
(11) Capabilities of network equipment including, routers, switches, bridges, &amp; related hardware
(12) Back-up &amp; recovery techniques
(13) Technical writing &amp; documentation practices.
Skill for
(14) Reading comprehension
(15) Speaking
(16) Service orientation
(17) Installation
(18) Troubleshooting
(19) Critical thinking
(20) Systems evaluation &amp; operational / systems monitoring.
Ability to:
(21) transport items up to 50 lbs
(22) operate help desk software (e.g., Service Now, Salesforce, &amp; Remedy, Cisco Finesse, Jabber (for call center), IRIS, Powershell, Genesis, UEM, Grafana, MS Office 365 apps
(23) carry out instructions in written, oral or picture form
(24) understand manuals &amp; verbal instructions technical in nature
(25) stay abreast of current technologies in area of IT assigned
(26) deal with problems involving several variables in familiar context</div>

Service Desk Support Analyst

Printpack Inc

<div>Printpack&rsquo;s IT Technical Support group services Printpack operations in the US. The Technical Support Analyst at each plant location works to achieve IT operational excellence for manufacturing in support of customer order delivery. The group delivers frontline IT technical support to onsite and remote associates, contractors, customers, vendors, and visitors and executes the IT strategy for many business-wide initiatives. 
 
The Technical Support Analyst will perform all IT Support-related service work, including but not limited to imaging, software installations, problem diagnosis and repair, necessary for end-users and server-related computing devices, printers, and RF scanners.<h2 class="jobSectionHeader">
Job Description:</h2><ul><li>
Solve Tier 1 and 2 incidents and/or escalate to appropriate functional groups.</li><li>
Troubleshoot and work with vendors on IT hardware technical issues.</li><li>
Provide end-user support for Microsoft Office 365, Windows 10, SharePoint, and Microsoft Access databases.</li><li>
Perform IT preventive maintenance and due diligence to ensure business continuity.</li><li>
Ensure IT-related inventories are kept up to date and peripherals are readily available.</li><li>
Administer user accounts through Active Directory.</li><li>
Support WAN/LAN technologies, including switches, routers, wireless access points, port configurations, and remote VPN.</li><li>
Serve as a conduit between plant resources and relevant Corporate ITPM resources, collaborate with Corporate and Engineering resources, and follow up and escalate to appropriate teams, as necessary.</li><li>
Support Enterprise-wide application(s) and database(s).</li><li>
Take ownership of issues and follow through to completion.</li><li>
Support strategic corporate initiatives and projects.</li><li>
Ensure adherence to IT policies, standardization of processes and procedures.</li><li>
Keep apprised of trends in technology to improve customer experience and productivity.</li><li>
Provide on-call support and escalation, as necessary.</li></ul><h2 class="jobSectionHeader"> 
Qualification:</h2><ul><li>
Must have hands-on experience with desktops/laptops/tablets/smart devices; Windows 10, software installs, imaging and restorations, virtual server environments, patch management, and network strategies.</li><li>
Excellent verbal and written communication skills.</li><li>
Self-starter with high motivation and ability to work with geographically dispersed management.</li><li>
Comp TIA A+, MCSA preferred, but not mandatory.</li></ul> 
Printpack is proudly an equal-opportunity employer. We are committed to creating an inclusive environment. Embracing diversity enhances our work culture and is vital to our success. We do not discriminate based on race, color, religion, sex (including pregnancy), national origin, gender identity, sexual orientation, marital/parental status, genetic information, age, national origin, ancestry, ethnicity, disability, marital status, military or veteran status or affiliation, or any other characteristic protected under applicable law. 
Know Your Rights - Conozca sus Derechos - Your Rights Under USERRA (dol.gov) - FMLA - FMLA (Spanish) - Polygraph Protection - Right to Work - Right to Work (Spanish)
Printpack is committed to helping individuals with disabilities participate in the workforce and ensure equal opportunity to compete for jobs. If you need a reasonable accommodation to assist you with your application for employment or job search, please get in touch with us by sending an email to CorpRecruiting@Printpack.com. Please include in your email a brief description of the accommodation you are requesting and the position for which you are interested in applying.</div>

Technical Support Analyst

Eaton

<div>
 We are more than just a power management company, we are committed to inclusion, diversity, and sustainability. You will be part of a global team committed to delivering on our brand promise: "Make what matters work" We pride ourselves on building a culture that reflects our shared goals, beliefs, and attitudes.
 
 
 We are ethical - We are passionate - We are responsible - We are efficient - We are transparent - We are learning. We are EATON!
 
 
 
 What You&rsquo;ll Do
 
 
 
 The primary function of this position is to provide end user support, support device lifecycle management, and ensure compliance with all of Eaton's policies and procedures with minimal supervision. Our customers include all of Eaton&rsquo;s users (local and remote).
 
 
 <ul>
 <li>
 Deployment, configuration, and support of hardware (PC, laptop, mobile, printing, etc.), client operating systems, and productivity software for end users.
 </li>
 <li>
 Follow IT Service Management (ITSM) processes: asset management, change management, incident management, request management, problem management, and project management to serve end users and maintain high levels of performance in achieving service level agreements.
 </li>
 <li>
 Responsible for annual refresh of IT disaster recovery plan, as well as walkthrough of plan with stakeholders if required.
 </li>
 <li>
 Participate in application, infrastructure, security, operational excellence initiatives, and support activities as needed.
 </li>
 <li>
 Assist with support of site-based IT systems.
 </li>
 <li>
 Participate in trouble-shooting and resolution of larger IT issues. Participate in efforts related to root cause analysis and problem management as needed.
 </li>
 <li>
 Identify opportunities for improvement.
 </li>
 <li>
 Liaison between IT and users to drive IT standards. Advocate, influence, and assure compliance to IT standards and policies. Share information about best practices with end users to increase user satisfaction and productivity.
 </li>
 <li>
 Participate in internal audits related to IT processes, procedures, software, and systems. Influence budgeting, forecasting, and spending for IT infrastructure as required.
 </li>
 <li>
 Adhere to company policies and procedures always, including, but not limited to: ethics, data protection, information security, human resources, and compliance policies and procedures. Protect both Eaton's physical and information assets.
 
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Associate degree
 </li>
 <li>
 Bachelor degree
 </li>
 <li>
 Fluent in Turkish and English
 </li>
 <li>
 Min 2 years IT experience required
 
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 <ul>
 <li>
 MS Windows Operating Systems
 </li>
 <li>
 MS Office Suites
 </li>
 <li>
 Hardware - PC&rsquo;s, laptops, mobile devices, PC peripherals
 </li>
 <li>
 Working knowledge of other IT infrastructure &ndash; network, servers, storage
 </li>
 <li>
 Understanding of Cybersecurity principles
 
 
 
 </li>
 </ul>
 Ability to adapt and learn; to support complex IT environments that may contain various operating systems, desktop, network, phone, and mobile technology
 
 
 <ul>
 <li>
 IT Service Management (ITIL) - Asset Management, Incident Management, Request Fulfilment, Problem Management, and Change Management
 
 
 
 </li>
 </ul>
 All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates&rsquo; privacy rights and data security will be protected in accordance with applicable laws.
 
 
 We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.
 
 
</div>

IT Support Engineer

Jackson Lewis

<div>Focused on employment and labor law since 1958, Jackson Lewis P.C.&rsquo;s 1,000+ attorneys located in major cities nationwide consistently identify and respond to new ways workplace law intersects business. We help employers develop proactive strategies, strong policies and business-oriented solutions to cultivate high-functioning workforces that are engaged and stable, and share our clients&rsquo; goals to emphasize belonging and respect for the contributions of every employee.
The Firm is ranked in the First Tier nationally in the category of Labor and Employment Litigation, as well as in both Employment Law and Labor Law on behalf of Management, in the U.S. News - Best Lawyers&reg; &ldquo;Best Law Firms&rdquo;.
The Firm is seeking an independent, detail oriented individual to provide end-user desktop and telecommunications hardware and software support. The individual will provide telephone support to users and perform desk-side support as needed and directed. The Analyst will provide excellent customer service with the objective to provide immediate solutions for end user issues and requests.
Essential Functions<ul><li>
Provide exceptional customer service.</li><li>
Provide phone support while maintaining a phone availability status of 85% or higher.</li></ul><ul><li>
Provide high level application, desktop, and telecom software and hardware support with the expectation of immediate solutions for end user issues.</li><li>
Document end user issues/requests utilizing the IT Service Desk service management application.</li><li>
Provide end-user hardware, software, and telecommunications desk-side system support.</li><li>
Work in conjunction with entire support staff in the successful completion of all Service Desk related projects.</li><li>
Work toward team standards in relation to the current Service Level Objectives.</li><li>
Provide identification/resolution for IT Infrastructure and desktop issues.</li><li>
Furnish reports, information and/or documentation as directed by management.</li><li>
Retain ownership of all issues/requests assigned until closure with end user agreement.</li><li>
Assist with execution of all desktop system and voice related moves, adds, changes, and upgrades.</li><li>
Compile/Document/Distribute new troubleshooting techniques when it would benefit the team.</li><li>
Participate in department initiatives and represent the department as a member of the technical staff. Keep abreast of technologies in the Desktop and Telecommunications environment by attending seminars and other educational opportunities as required.</li><li>
Computer imaging as needed and directed by IT.</li><li>
Identify/Document reoccurring issues and present to management possible solutions as well as Suggest/Implement innovative ideas to improve the Service Desk processes.</li><li>
Perform additional tasks as directed by management.</li></ul>
Qualifications/Skills Required<ul><li>
At least 2 years of Service Desk experience.</li><li>
Excellent knowledge of MS Windows operating systems.</li><li>
Excellent knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Outlook and Exchange.</li><li>
PC hardware proficiency (Intel/Mac/HP).</li><li>
Experience with macOS is a plus.</li><li>
General understanding of Incident Management and IT ticket systems. Experience with ServiceNow is a plus.</li><li>
Excellent customer service skills, including verbal and written communication skills; as well as telephone, interpersonal, analytical and organizational skills.</li><li>
Team player, creative, innovative, flexible &amp; enthusiastic.</li><li>
Ability to work independently on special assignments.</li><li>
Law firm experience a plus.</li></ul>
Educational Requirements<ul><li>
Associates Degree or equivalent work experience of 2 to 4 years required.</li></ul>
#LI KM
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristics protected by law.</div>

Help Desk Analyst

Zones, LLC

<div>
 
 Description
 
 
 
 
 Company Overview:
 
 
 
 When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there&rsquo;s really only one: Zones &ndash; First Choice for IT.TM
 
 
 Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud &amp; Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.
 
 
 
 Position Overview
 
 
 
 
 Term: 1+ year
 
 
 
 
 Location: Indianapolis, IN
 
 
 
 
 Pay: $22.00 - $26.00; commensurate with experience
 
 
 
 
 Hours: 8:00 am &ndash; 5:00 pm
 
 
 
 As a Help Desk Support Analyst, you&rsquo;ll play a key role in ensuring our global teams have the technology they need to innovate, collaborate, and deliver exceptional experiences to our customers and athletes worldwide. You&rsquo;ll provide first-line technical support, troubleshoot issues, and contribute to a seamless IT environment that powers our mission.
 
 
 
 What you will do as the Help Desk Support Analyst:
 
 
 
 
 The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.
 
 
 
 <ul>
 <li>
 Respond to incoming queries from employees via phone, email, or ticketing systems, resolving technical issues related to hardware (e.g., laptops, desktops), software (e.g., Microsoft Office, SAP, or proprietary tools), and network connectivity.
 </li>
 <li>
 Perform initial troubleshooting and diagnostics, escalating complex issues to higher-tier IT teams when necessary.
 </li>
 <li>
 Assist with onboarding new team members by setting up accounts, configuring devices, and providing basic IT training.
 </li>
 <li>
 Maintain accurate records of incidents and resolutions in a service management system (e.g., ServiceNow or similar).
 </li>
 <li>
 Support remote and hybrid work environments, ensuring tools like VPNs, collaboration platforms (e.g., Microsoft Teams), and mobile devices function effectively.
 </li>
 <li>
 Contribute to knowledge base articles or FAQs to empower self-service solutions for common issues.
 </li>
 <li>
 Stay updated on IT systems, new product releases, and emerging technologies to provide proactive support.
 </li>
 <li>
 Collaborate with global IT teams to ensure consistent service delivery across regions.
 
 
 </li>
 </ul>
 
 What You Will Bring To The Team
 
 
 
 <ul>
 <li>
 1-3 years of experience in a help desk or IT support role.
 </li>
 <li>
 Proficiency with Windows and/or macOS operating systems, Microsoft Office Suite, and basic networking concepts (e.g., Wi-Fi, VPN).
 </li>
 <li>
 Familiarity with IT ticketing systems and remote support tools (e.g., TeamViewer, SCCM).
 </li>
 <li>
 Strong communication skills, with the ability to explain technical concepts to non-technical users in a clear, patient manner.
 </li>
 <li>
 A problem-solving mindset and a passion for delivering excellent customer service.
 </li>
 <li>
 Ability to work in a fast-paced, team-oriented environment with a global scope.
 </li>
 <li>
 Bonus: Experience with SAP, retail POS systems, or multilingual skills (e.g., English plus German, Spanish, etc.), given international presence.
 
 
 </li>
 </ul>
 
 Zones Offers a Comprehensive Benefits Package
 
 
 
 While we&rsquo;re committed to providing top-tier solutions, we&rsquo;re just as committed to supporting our own team. As a valued team member, you will be eligible for a comprehensive benefits package that includes medical coverage, as well as state-mandated sick leave, along with other benefits designed to support your well-being and work-life balance. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.
 
 
 At Zones, work is more than a job &ndash;with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you&rsquo;re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!
 
 
 All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.
 
 
 Zones participates in E-Verify. E-Verify is a system that compares information from a team member&rsquo;s Form I-9 to federal records to confirm their eligibility to work in the United States.
 
 
</div>

Help Desk Analyst L1

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