Service Desk Analyst role providing end-user IT support as the first point of contact for Blitt & Gaines employees in St. Louis, MO (onsite).

Act as the primary point of contact for end users requesting technical help via phone and email
Handle service desk tickets end-to-end, including intake, prioritization, resolution, and closure
Coordinate with IT staff and end users to ensure timely follow-up and successful resolution
Troubleshoot hardware, software, identity and access, and application issues using detailed, concise problem-solving steps
Use remote desktop control when needed to diagnose and resolve user-reported issues
Triage complex technical issues and escalate appropriately to Teir 2 or Teir 3 support
Provide accurate information about IT products and services
Maintain thorough documentation of troubleshooting steps and outcomes for future reference by other Service Desk Analysts
Spot service desk trends and recurring repeat issues to help streamline and improve processes
Maintain and update the Asset Inventory database to support accurate accountability for firm property
Support the development and ongoing maintenance of the standard Windows workstation configuration for reliable operations
Configure devices for new hires and end-of-life (EOL) replacements (workstation, dock, mobile phone, etc.)

Associate / Bachelor’s degree in a related field, or equivalent job experience
Extensive experience with Microsoft products, including Windows 11, Windows Server, M365, and Microsoft Teams
Advanced understanding of the PC/Laptop ecosystem including OS installation, application installation, and hardware configuration
Proven problem-solving skills to triage and drive technical issues to resolution
Ability to respond to service desk requests after hours as needed
Strong oral and written communication skills across varied technical levels
Detail-oriented and self-motivated, able to adjust priorities and manage multiple projects
Previous experience on a service desk or other technical customer support role
Broad knowledge of common software solutions including: M365, Teams, Zoom, and Chromium browsers (Microsoft Edge, Google Chrome, Firefox); willingness to learn new products as needed
Working understanding of common cybersecurity controls
Familiarity with Android/iOS and MDM solutions for mobile device management

Experience with Microsoft Azure/Entra ID for identity management
Experience with Azure monitoring, backup, disaster recovery, and security technologies
Experience with Mimecast, MaaS360 or Carbon Black
Certifications (Microsoft / CompTIA)
Experience with VMWare, thin clients and the Igel OS, phone systems
Understanding of common project management methodologies

Location: St. Louis, MO (onsite)

Service Desk Analyst

Job Description