Service Desk Analyst

Overview

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Responsibilities

MV Transportation is seeking a Service Desk Analyst to provide exceptional technical support and customer service to employees across the organization. The Service Desk Analyst serves as a primary point of contact for technology-related incidents and service requests, providing troubleshooting, issue resolution, and user support across a variety of hardware, software, and enterprise systems.

Responsibilities:

• Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, printers, tablets, peripherals, and related equipment.
• Receive, log, categorize, prioritize, and resolve incidents and service requests through the IT Service Management (ITSM) platform.
• Troubleshoot hardware, software, operating system, network connectivity, Microsoft 365, and enterprise application issues.
• Perform account provisioning, password resets, access management activities, and onboarding/offboarding support.
• Serve as a single point of contact for employees requesting technical assistance through phone, email, chat, and remote support tools.
• Escalate complex issues to appropriate support teams and track incidents through resolution.
• Maintain accurate ticket documentation, work notes, and resolution details to support knowledge sharing and reporting.
• Deliver professional, customer-focused support while ensuring timely communication and follow-up with users.
• Assist users with technology adoption, self-service resources, and basic training on approved technologies.
• Support endpoint management, device deployment, configuration, inventory management, equipment refresh programs, and asset lifecycle activities.
• Create and maintain knowledge base articles, documentation, and troubleshooting guides.
• Monitor ticket queues and work to meet established service level agreements (SLAs) and performance objectives.
• Participate in after-hours and on-call support as required.
• Perform other duties as assigned.

Qualifications

Talent Requirements:

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• 1-3 years of experience in a Service Desk, Help Desk, Technical Support, or related IT support role.
• Experience supporting Microsoft Windows operating systems, desktop hardware, printers, and common productivity applications.
• Working knowledge of Microsoft 365, Active Directory and/or Entra ID, user account administration, and endpoint support.
• Experience troubleshooting hardware, software, operating systems, network connectivity, and peripheral devices.
• Strong analytical, troubleshooting, and problem-solving skills.
• Experience managing and resolving incidents and service requests through an ITSM platform.
• Strong customer service skills with the ability to communicate technical concepts clearly to non-technical users.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Strong verbal and written communication skills.
• Ability to document troubleshooting steps, resolutions, and procedures accurately.

Preferred Qualifications:

• Experience with Freshservice, ServiceNow, or a similar IT Service Management platform.
• Experience supporting mobile device management (MDM) solutions.
• Knowledge of ITIL principles and service management best practices.
• Experience supporting geographically dispersed or multi-site organizations.
• Experience with endpoint management, device deployment, and asset management processes.
• CompTIA A+, Network+, Microsoft certifications, or related technical certifications.
• Experience creating and maintaining technical documentation and knowledge base articles.
• Experience supporting employee onboarding, offboarding, and access management processes.

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.  The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.   

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.