Service Desk Analyst
Posted 21 May 2026
Advertised as “Senior Service Desk Analyst”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 6+ yrs
- Management level
- Individual contributor
- Employment
- On-Site
Compensation
No salary listed for this role.
Role speciality
Service Desk
Useful technologies
AutopilotAzure ADCompTIA A+DHCPDNSEntra IDExchange OnlineIntuneiOSITILMicrosoft 365Microsoft 365 Certified: Endpoint Administrator AssociateNetwork+PowerShellSharePoint Admin CenterSharePoint OnlineSMTPTCP/IPTeamsWindows 10Windows 11
Preferred qualifications
CertificationsCompTIA A+, Microsoft 365 Certified: Endpoint Administrator Associate
Responsibilities/Tasks:
- Solve Tier 1 & Tier 2 tickets.
- Serve as escalation point for complex service desk tickets.
- Diagnose and resolve advanced hardware, software, and access issues.
- Administer Microsoft 365 environment (user provisioning, access control, device compliance).
- Manage endpoint deployment via Intune/Autopilot.
- Maintain and troubleshoot network connectivity (VPN, DNS, DHCP issues).
- Support job sites and field users (remote + occasional onsite).
- Maintain documentation, SOPs, and knowledge base articles.
- Partner with IT leadership on process improvements and automation.
The salary range for this position is $75,000 to $90,000. (The compensation offered may vary depending on job-related knowledge, skills and experience).
KPI’s:
- Ticket resolution time (SLA compliance)
- First-call resolution rate
- Customer satisfaction (CSAT)
- Documentation completeness and accuracy
Qualifications:
Required
- 6 years minimum of experience in an IT support or helpdesk role (Level 1 or Level 2).
- Hands-on experience with Microsoft Intune, Autopilot, and Entra ID (Azure AD).
- Solid understanding of Windows 10/11 operating systems.
- Working knowledge of TCP/IP networking, including IP addressing, DNS, and DHCP.
- Experience configuring network printers, including SMTP relay and static IP assignment.
- Familiarity with SharePoint Online document libraries and permissions management.
- Basic proficiency in PowerShell scripting and command-line tools.
Preferred
- Industry certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent.
- Experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint Admin Center).
- Familiarity with ticketing systems and ITIL-based service management practices.
- Experience supporting both Windows and iOS Mobile devices in a managed environment.
Competencies & Soft Skills
- Resourcefulness — Willingness to research, learn, and adapt when encountering unfamiliar problems.
- Communication — Ability to explain technical concepts to non-technical end users clearly and patiently.