Service Desk Analyst
Active Directory
Application Support
Customer Support
End User Support
Hardware Support
Help Desk
Help Desk Support
Identity and Access Management
Information Technology (IT)
It Service Management
IT Services
Microsoft 365
Service Desk
Service Desk Analyst
Service Management
Technical Support
Windows
Windows Support
Job Description
Join Nextech as a Service Desk Analyst in Melbourne, FL onsite. In this role, you will support and manage large Microsoft workstation environments, troubleshoot Apple devices and Verizon mobile services, and assist users with ERP-related issues through the appropriate escalation paths.
Key Responsibilities
- Create, implement, and maintain updated processes and standard work to support a strong customer experience.
- Identify documentation gaps and develop cross-training and education plans to support the team.
- Perform the standard functions of a Service Desk Analyst.
- Provide training on new hardware and or software applications as needed.
- Create user accounts and manage access control in alignment with company policies.
- Troubleshoot issues involving Apple devices (iPhone and iPad) and Verizon mobile services.
- Support users with ERP issues by troubleshooting or escalating to the appropriate parties.
- Complete other related duties as assigned.
Required Qualifications
- Expert knowledge of large Microsoft workstation environments (2000+ clients), including client-side interactions with Active Directory and Microsoft 365.
- Required experience supporting Apple products (iPhone and iPad) and supporting Verizon mobile plan management.
- Demonstrated experience with large electronic management or deployment tools, such as Microsoft Endpoint or SCCM, or similar third-party tools.
- Exceptional interpersonal and communication skills.
- Ability to work effectively in a collaborative, fast-paced, growing environment.
Preferred and Desired Experience
- Experience with Mitel phone systems (plus).
- Prior exposure to HaloITSM (highly desired).
- Knowledge of ITIL concepts and experience with robust incident and change management processes (desirable).
- Experience with Citrix software or other enterprise-level thin client solutions (desired).
Technologies and Tools
- Microsoft, Active Directory, Microsoft 365
- Microsoft Endpoint, SCCM
- Mitel
- Apple devices (iPhone and iPad), Verizon mobile services
- HaloITSM, ITIL
- Citrix
Location and Compensation
Location: Melbourne, FL (onsite)
Salary: USD 60,000 to 65,000 per year
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