Service Desk Analyst

Service Desk Analyst role providing frontline IT support across hardware, software, networking, Active Directory, and Microsoft 365. This onsite position in Duvall, WA offers potential hybrid arrangements and includes an on-call rotation.

Responsibilities

• Provide technical support for hardware and software issues in Windows environments.
• Deliver courteous service to new and existing customers via in-person, phone, and email channels.
• Answer phone calls and respond to customer emails in a timely and professional manner.
• Troubleshoot and resolve networking issues, including DNS configurations and VPN connectivity.
• Assist users with Active Directory management, including user creation and permissions.
• Analyze customer problems and deliver timely solutions through remote assistance or on-site visits as needed.
• Document all support interactions in the service desk system (AutoTask) to maintain accurate records of issues and resolutions.
• Collaborate with other IT team members to enhance service delivery and improve processes.
• Communicate clearly and professionally with users at all levels to maintain high service standards.
• Maintain strong working knowledge of Active Directory, Microsoft Exchange, File Server, Print Server, DHCP, DNS, High Availability, Virtualization, Group Policy, Terminal Services, and Monitoring.
• Support and troubleshoot Microsoft 365 environments, mobile devices, and computer peripherals.
• Provide remote control support and troubleshooting for Windows OS, Outlook/Exchange, mobile devices, print/scan/fax, IP phones, Microsoft Office Suite, business applications, and web applications.
• Assist customers in troubleshooting technical problems and document responses to issues.
• Provide analysis, diagnosis, and resolution of complex desktop, server, network, and software problems for end users; escalate to remote Systems Administration or Systems Engineering as needed.
• Apply advanced technical and troubleshooting knowledge across desktops and applications; maintain awareness of networking concepts such as ports, LAN, WAN, VPN, DNS, routing, ACLs, NAT, VLAN, and subnetting.
• Leverage experience with Datto RMM, Autotask, IT Glue, enterprise antivirus solutions, WSUS, website domain management, website security systems, VMware, and Hyper-V.
• Prioritize and manage multiple tickets with efficiency, typically resolving 15-20 tickets per day.

Requirements

• 2-4 years of full-time experience in an IT helpdesk, service desk, or IT call center environment.
• Fluency in conversational and written English.
• Proven experience in a technical support or help desk role.
• Experience using a trouble ticketing system and Active Directory for user management tasks.
• Strong knowledge of computer networking concepts, including DNS, VPN, and related troubleshooting.
• Excellent customer service orientation with the ability to communicate technical information clearly to non-technical users.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong analytical skills to diagnose problems effectively and to escalate when necessary.
• Proven ability to set priorities, solve problems, and manage multiple tasks with minimal supervision.
• First level support for network related systems and thorough documentation of issues and resolutions.
• Demonstrated willingness and ability to resolve 15-20 tickets per day.

Technologies

• AutoTask
• Active Directory
• Microsoft Exchange
• File Server
• Print Server
• DHCP
• DNS
• Group Policy
• Terminal Services
• VMware
• Hyper-V
• Datto RMM
• Autotask
• IT Glue
• Enterprise Antivirus Solutions
• WSUS
• Microsoft 365
• Outlook
• Microsoft Office Suite
• Windows OS
• Mac OS
• VPN

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Parental leave
• Professional development assistance
• Monthly connectivity stipend

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer, including interaction via written forms, voice, phone, and video conferences.
• Ability to provide verbal instruction to others.

Who Should Apply

We seek strategic, customer-focused technologists who are hardworking and align with Acorn values of Obsessive Customer Service, Deep Strategic Partnerships, and Unparalleled Technical Talent. The ideal candidate is a strong team player with a growth mindset, capable of collaborating across operations, engineering, and account management. Proactive problem-solvers who own outcomes, pay attention to detail, and make sound decisions under pressure are encouraged to apply.

Ability to Commute

Duvall, WA 98019 (Required)

Ability to Relocate

Duvall, WA 98019: Relocate before starting work (Required)